16 days old

End User Support II - Waltham, MA

Dentsply Sirona
Waltham, MA 02452
  • Job Code

Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona's global headquarters is located in Charlotte, North Carolina. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. This position is located in Waltham, MA, a city along the Charles River in Middlesex County, Massachusetts with rich cultural history that can be explored at various world class monuments, museums and art galleries.The city is a hub for scientific research and higher education with several renowned universities. Waltham also includes numerous high-tech companies and is located in the Boston Route 128 High Technology Corridor only nine miles from Boston which makes this an attractive location to live, work and play.

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us.

Working at Dentsply Sirona you are able to:

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

General Description of the Position:

Support and maintain all desktop software and hardware including Windows operating systems. Meet approved service level agreements for system availability, perform software upgrades, maintain current patch levels on all desktop software, and deploy/inventory new hardware.

The End User Support II ensures proper computer operations so that end users can accomplish organizational tasks. Provides software and hardware support, training and troubleshooting in a globally networked microcomputer environment for the DENTSPLY Implants & Wellspect offices, supporting a wide range of office automation products, business applications and servers, local and wide area network infrastructures. Accurately and quickly diagnosing computer hardware, communication over network systems, and computer software programs, including but not limited to Microsoft products, software used in the manufacturing and processing of DENTSPLY products. Must be capable of using good judgment to determine if they can assist the customer immediately or need to escalate the issue to an appropriate colleague and/or walk customers through problems. Problem resolutions may range from diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level

Adhere with all stated company polices, rules and procedures relating but not limited to Quality, Safety, Health and Environment (SHE) which the role has responsibility.

Principal Responsibilities :

  • Provide Tier-2 and Tier-3 support to the end-user support corporate environment.
  • Maintain all desktop operating systems and all business software applications in the USBO & USLA corporate environments. This includes, but is not limited to, desktop patching, problem resolution, hardware/software inventory, and relocation of hardware/office moves, software installations, and virus definitions updates.
  • Responsible for Operating System deployment using a combination of desktop imaging products and SCCM. Must be familiar with sysprep and other command line utilities.
  • Repairs and upgrades deployed laptop and desktop PCs.
  • Provide 24 hours per day/7 days per week/365 days per year IT Management support for The IT Services Administrator will interact with representatives from most areas of the business.
  • Serves as a Help Desk contact; provides technical assistance to local and remote employees.
  • Records cases and maintains accuracy of corporate incident database.
  • Provides direct and timely user support; escalates to next level of technical expertise.
  • Installs, configures, updates and troubleshoots COTS and Core Applications used across the company.
  • Contacts authorized vendors to obtain service for functions delegated to third-party support.
  • Responds timely to user requests for service; determines nature and extent of support needed.
  • Maintains user access accounts; creates user groups, and manages shared resources.
  • Researches products , acquires quotes, prepares request for purchase of technology goods and services
  • Prepares and publishes documents defining standard IS practices and processes
  • Prepares and conducts subject specific training sessions for end users or departmental staff.
  • Maintains accuracy of asset management information
  • Telephone A/C/D and coordinates vendor support
  • Provides IT support to local and remotely located users across North America
  • Develop and maintain documentation and standard operating procedures.
  • Ensure that proper security procedures are implemented and enforced based on internal policies and procedures (patch management, configuration, hardening, etc.).

Internal & External Relationships :

  • Works closely with all departments to provide a reliable infrastructure to support the business needs. Frequent communication with all levels of management and associates. Interaction with department Managers to provide sufficient support and resolution of technical issues. Works closely with IT personnel to plan, implement and maintain system enhancements and upgrades.
  • Frequent vendor/manufacturer interaction.
  • Communications with technical support professionals from product manufacturers and vendors.

Education/Experience :

  • Knowledge of the principles and practices of information systems at a level normally acquired through the completion of an Associate's Degree in Computer Science or equivalent technical training plus up to 3-5 years related experience or training, or equivalent combination of education and experience.
  • Experience with desktop hardware and software required


  • Experience with current operating systems on all platforms. Knowledge of OS deployment, new client rollouts, application updates. Experience with virtualization technologies is a plus.
  • Excellent oral and written communication and presentation skills
  • Keen problem solving skills, ability to deal with complex situations and recommend a technical solution
  • Must be flexible and able to respond to rapid change to meet business needs
  • Strong analytic, problem-solving, and business acumen
  • Individual must be highly self-motivated detailed oriented to provide a stable and consistent environment.
  • Must have excellent interpersonal and communication skills and must possess the ability to work on multiple tasks simultaneously.
  • Ability to learn new technology and stay well-informed of current technical trends.
  • Familiar with remote assistance techniques, VPN connectivity, security access protocols, web-based application packages, archiving techniques
  • Strong desktop application and hardware configuration troubleshooting background.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel assigned to this job.

DentsplySirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in DentsplySirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com. Please be sure to include "Accommodation Request" in the subject.

Posted: 2020-01-08 Expires: 2020-02-06
Sponsored by:
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Sponsored by:
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End User Support II - Waltham, MA

Dentsply Sirona
Waltham, MA 02452

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