New

IT Support Specialist

Planmeca USA Inc.
sick time, short term disability, long term disability, 401(k)
United States, North Carolina, Charlotte
11727 Fruehauf Drive (Show on map)
Feb 06, 2026
Job Title: IT Solution Specialist Department: Information Technology Employment Type: Full-Time, exempt Work Location: Onsite in Charlotte Reports To: IT Solution Manager Who We Are: Planmeca is one of the largest privately held dental equipment companies in the industry. Our technology-driven product line includes digital, dental imaging (x-ray) equipment, dental CAD/CAM systems, dental units, and cabinetry. We provide imaging and softwaresolutions for all dental specialties and partner with dental schools, government, universities, and dental service organizations. In the U.S., our products are available through authorized dealers and distribution partnerships. What We Offer: We offer a professional work environment, training, growth, and advancement. Competitive compensation and a benefits package including a medical, dental, and vision plan, voluntary benefits including life, short-term and long-term disability, 401(k) savings plan with company match, holiday pay. Benefits: Flexible Spending Accounts (Medical and Dependent Care) Health Savings Account Voluntary Life, Accidental, and Critical Illness for Employee, Employee + Spouse, and Child(ren) Voluntary Pets Insurance and Discounts 401k Matching Contributions Vacation time eligible annually between 10-20 days depending on tenure with company (prorated at date of hire) Sick time eligible annually Holiday Pay Volunteer Program for time off Medical - PPO plans available - Employee, Employee + Spouse, Employee + Child(ren), and Employee + Family plans Dental - Employee, Employee + Spouse, Employee + Child(ren), and Employee + Family plans Vision - Employee, Employee + Spouse, Employee + Child(ren), and Employee + Family plans Company paid Short Term Disability, Long Term Disability, and Basic Life/AD&D up to 1.5 times base salary Come Join our Planmeca USA Team! You are the ideal candidate who has a strong ability to interact and communicate professionally with employees, customers, and partners. You will professionally represent Planmeca Technical Support; greet our callers, identify, document, and provide advanced technical support for all escalated technical calls. The IT Solution Specialist is responsible for ensuring the effective operation of computer systems, network connectivity, and end-user technologies to support business operations. This role provides first- and second-level technical support, resolves incidents and service requests in accordance with defined service level agreements (SLAs), and delivers hands-on assistance for hardware, software, and basic network issues. The IT Solution Specialist serves as a primary point of contact for end users, performing troubleshooting, basic network configuration, documentation, and escalation while maintaining a strong customer service focus. Key Responsibilities Service Desk & End-User Support -Serve as the first point of contact for end-user support requests via phone, email, web portal, and chat. -Receive, prioritize, document, and resolve incidents and service requests in accordance with established SLAs. -Provide in-person and remote technical support for desktops, laptops, peripherals, printers, and mobile devices. -Perform workstation setup, deployment, onboarding, and offboarding support. -Support user account access, including password resets, authentication issues, and application access. -Develop and maintain end-user documentation, help sheets, and FAQs. -Deliver clear, user-friendly guidance to improve end-user technology adoption. Network Support & Troubleshooting -Provide basic network troubleshooting for wired and wireless connectivity issues, including LAN, WAN, VPN, and Wi-Fi access. -Perform basic network configuration tasks such as IP addressing, DNS verification, gateway setup, and network printer configuration. -Troubleshoot network access, VPN connectivity, and authentication issues at a foundational level. -Assist with installation, configuration, and replacement of basic network hardware, including switches, access points, and cabling. -Monitor recurring network issues and escalate complex incidents to infrastructure or network teams with complete documentation. Operational & Technical Support -Deploy pre-packaged software using approved distribution tools and processes. -Use diagnostic utilities, remote support tools, and knowledge bases to identify and resolve issues. -Perform hands-on fixes when remote support is not appropriate, including hardware repair and peripheral replacement. -Conduct preventative maintenance on workstations, printers, and peripherals. -Test and verify solutions to ensure full incident resolution. -Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system. -Contribute to the technician knowledge base and provide recommendations for continuous improvement. Strategy & Planning -Identify and report trends in incidents and service requests. -Provide input into process improvements, documentation enhancements, and service delivery efficiency. Required Qualifications Education & Experience -College diploma or university degree in Computer Science, Information Technology, or a related field, or a minimum of five (5) years of equivalent professional experience. -Experience providing technical support in a service desk or end-user support environment. Technical Knowledge -Knowledge of computer hardware, including laptops, desktops, servers, printers, and peripherals. -Experience with Windows desktop and server operating systems. -Working knowledge of network fundamentals, including TCP/IP, DNS, DHCP, VLANs, and VPN connectivity. -Familiarity with basic network hardware (switches, access points, firewalls) at a support level. -Understanding of ITIL and IT Service Management (ITSM) principles. -Experience with remote support tools, ticketing systems, and diagnostic utilities. Skills & Competencies -Excellent written and verbal communication skills. -Strong customer service orientation with the ability to communicate technical concepts in user-friendly language. -Proven analytical and problem-solving skills. -Strong documentation and organizational abilities. -Ability to prioritize and manage multiple tasks in a fast-paced environment. -Ability to work independently and collaboratively within a team. Preferred Qualifications -CompTIA A+, Network+, or equivalent certification. -Experience supporting VPNs, remote users, and hybrid or cloud environments. -Familiarity with Active Directory or similar directory services. Work Conditions -Full-time, 40-hour onsite work week. -Extended periods of sitting and computer use. -Manual dexterity required for operating computer equipment and tools. -Ability to lift and transport moderately heavy equipment, such as computers and peripherals.