Job description
Job Title: Service Desk Specialist
Pay Information: $68,000 - $78,000
Location: Hybrid - 3 days in office / 2 days remote
Who we are:
The California Dental Association is a membership organization that represents 27,000 of the state’s best and brightest dental professionals and champions the oral health of the communities they serve. As the largest state dental association in the U.S., CDA delivers remarkable advocacy initiatives, fierce protection, innovative education and expert guidance to our members. Founded in 1870, CDA has innovated and grown into a family of companies that includes the association, The Dentists Insurance Company (TDIC), TDIC Insurance Solutions, Rotunda Partners and the CDA Foundation.
We’re a mission-driven organization that’s here to empower our members and support their practices, dental teams, profession and patients. By making today easier and tomorrow better for dentists, our employees make a meaningful and direct impact on the health of others.
At CDA we seek out, welcome and invest in talented individuals across unique specialties and prioritize diversity in our hiring practices. We know our employees are integral to our success, and we value their individual talents while encouraging a collaborative, inclusive, respectful and forward-thinking culture. We’re proud to be recognized as a Best Place to Work for factors like our people practices, work environment and trust in senior leaders.
If you’re excited to share your talents at a dynamic organization that’s leading the way in oral health, we invite you to apply to join us.
Company Benefits:
At CDA, we offer a robust benefits package that enhances overall employee well-being and provides options to meet the needs of our diverse workforce. We listen to our employees on matters of wellness and devote time and resources to continuously evaluate our benefits to ensure we can best support their work-life goals.
- Remote and hybrid flexibility and technology to support remote work
- Generous time off program starting at 22 days of PTO and13 paid holidays (includes a floating holiday and winter closure)
- Highly competitive medical, dental and vision plans, including FSA and HSA account options
- 401(k) plans, with a generous match and safe harbor contributions upon eligibility
- Paid parental leave
- Wellness programs, including incentives and an In-Shape Family Fitness discount
- Opportunities for professional development, training and leadership skill-building
- Critical illness, accident, life, pet, short term and long-term disability insurance options
- Employee Assistance Program (EAP) for support navigating day-to-day challenges
Universal Competencies:
- Collaboration: Proactively engages with an iterative mindset to enhance ideas and achieve organizational results; Cultivates relationships, builds partnerships, shares and learns without boundaries.
- Service: Focusing on meeting needs and exceeding expectations for those served inside and outside the organization.
- Respect: Embracing others for their true authentic self; nurture and promote an environment that values diversity of thought, input, experience and expertise.
Role Specific Competencies:
- Problem Solving: Applies analysis, creativity, resilience and logic to reach optimal outcomes; develops and implements solutions.
- Approachability: Is consistently approachable, open to feedback and truthful; builds trust and authentic professional relationships.
- Resourcefulness: Uses creativity, ingenuity and insight to tackle issues and provide fresh solutions.
Essential Functions – must be able to perform with or without a reasonable accommodation:
- Identify, analyze, and resolve hardware, software, and network issues for users in hybrid and in-office environments, ensuring timely and effective solutions.
- Provide professional, patient, and clear communication to employees experiencing technical difficulties, managing expectations, and maintaining a high level of customer satisfaction.
- Utilize IT Service Management (ITSM) platform to log, prioritize, track, and update incidents and service requests, ensuring adherence to defined SLAs
- Diagnose and troubleshoot complex technical problems remotely or onsite, escalating incidents when necessary to appropriate internal teams or external vendors.
- Manage critical escalations, coordinating communication between affected users, internal IT teams, and third-party vendors to ensure timely resolution.
- Monitor system performance using designated tools to proactively identify issues and recommend improvements aligned with organizational goals.
- Maintain accurate and up-to-date documentation in knowledge bases and user guides to facilitate efficient problem resolution and promote self-service.
- Manage multiple tasks and competing priorities effectively to meet or exceed response time and resolution targets.
- Support employee onboarding and offboarding processes by configuring devices, provisioning access, and coordinating with relevant stakeholders.
- Collaborate with security teams to enforce IT policies and maintain compliance with company security standards.
Non-Essential Functions:
- Performs other duties as assigned.
Minimum Qualifications:
- Bachelor’s degree in a technology-related field or equivalent experience.
- A minimum of 2-4 years’ related job experience.
- Performs work under minimal supervision.
- Proficiency in diagnosing and resolving complex hardware, software, networking, and mobile device issues across Windows, macOS, and common SaaS applications (e.g., Microsoft 365
- Familiarity with ITSM tools (e.g., Freshservice) and basic understanding of ITIL practices.
- Basic scripting knowledge (e.g., PowerShell, Bash) or automation tool exposure is a plus.
- Being consistently approachable, open to direct and truthful feedback; building trust and authentic professional relationships.
- Focuses on meeting needs and exceeding expectations for those inside and outside the organization.
- Demonstrated experience with remote support tools and practices in hybrid or distributed workforce environments.
- Proven ability to contribute to process improvement initiatives, knowledge base creation, and documentation of support procedures
- Willingness to provide after-hours support or be part of an on-call rotation for critical systems or project deployments.
Preferred Qualifications:
- A=, Networks+, Security+
- Microsoft 365 Administrator
- Microsoft 365 Endpoint Administrator
- Knowledge of scripting languages such as PowerShell, Python, Power Automate, etc.
We Are CDA
Over our 150-year history, the California Dental Association (CDA) has become a leader in oral health throughout California and the country. Today, we continue to support our community of over 27,000 dentists through our family of companies, which include The Dentists Insurance Company (TDIC), TDIC Insurance Solutions, Rotunda Partners and the CDA Foundation. At CDA, we value individual talents, encouraging a diverse, collaborative, and innovative work environment fueled by new ideas. As our organization continues to grow, we invite you to be a part of what’s next.
CDA is an equal opportunity employer and is committed to the principle of equal employment opportunity for all employees and providing a safe work environment. CDA does not tolerate discrimination or harassment and all employment decisions are based on job requirements and individual qualifications, without regard to race, color, religion, national origin, age, gender, gender identity or expression, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran or military status. If you have a disability or special need that requires accommodation, please contact us at [email protected].
To see our privacy policy, go to www.cda.org/Home/About/Careers-at-CDA/Apply
