Darkhorse Tech, Inc.

General

• Design and implement tailored career development programs to ensure employees achieve their long-term goals while delivering exceptional service to clients.
• Foster connections between team members through meaningful engagement initiatives, such as CrewHu badge customization and mentorship programs, to enhance collaboration and morale.
• Conduct quarterly one-on-one meetings with each employee to understand their "WHY" and provide access to resources and shadowing opportunities with senior technicians.
• Continuously refine onboarding processes, ensuring new hires are set up for success from day one.
• Develop and maintain robust feedback mechanisms, such as regular surveys and follow-up sessions, to track and improve engagement and satisfaction levels.
• Enhance leadership capabilities by developing programs that identify and grow future leaders within the company.
• Implement innovative tools and approaches to keep engagement initiatives fresh, relevant, and impactful.
• Partner with the VP of People and Culture and other members of the Leadership Team to align employee development with company-wide strategic goals, ensuring team success over individual silos.
• Lead by example, setting a high standard of professionalism and engagement in all interactions.
• Mentor teams responsible for implementing engagement programs, encouraging continuous improvement and innovation.
• Build and nurture strong relationships with employees and leaders, ensuring open communication and alignment across all levels of the organization.
• Develop and track KPIs related to employee engagement, career development, and retention, ensuring alignment with Darkhorse Tech’s strategic goals.
• Provide transparent reporting to the Leadership Team on the progress and impact of initiatives, using data to refine and improve strategies.
• Regularly analyze employee feedback, engagement data, and industry trends to inform decisions and keep Darkhorse Tech at the forefront of employee experience best practices.
• Assist with additional HR responsibilities as needed or when VP of People and Culture is out of office
• Assist with interviewing, hiring, and onboarding process as needed (e.g., reviewing resumes, candidate outreach, scheduling interviews with Managers)
• Assist with employee issues and inquiries

Employee Engagement and Development Coordinator

IT Support

• Travel to dental offices to assist with technical issues
• Provide excellent customer service via phone, remote, and on-site support
• Communicate with vendors and adhere to support request methods
• Perform maintenance tasks on end user devices
• Troubleshoot and configure PCs, printers, and network equipment
• Handle password resets and user account setup

IT Field Technician

• Provide excellent customer service via phone, remote, and on-site technical support
• Walk clients through diagnostic procedures to identify and resolve errors
• Communicate with vendors to request service, update, and resolve open tickets
• Adhere to established methods for responding to and documenting support requests
• Perform maintenance tasks on end user devices
• Provide ongoing user training and self-fix solutions to clients
• Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
• Handle technical requests such as password resets, drive mapping, and user account setup
• Run network lines, punch down cable, and terminate RJ45 connections
• Provide Saturday coverage as part of an on-call rotation schedule
• Perform Tier 1 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more

• Provide excellent customer service via phone and remote technical support
• Walk clients through diagnostic procedures to identify and resolve errors
• Communicate with vendors to request service, update, and resolve open tickets
• Adhere to established methods for responding to and documenting support requests
• Perform maintenance tasks on end user devices
• Provide ongoing user training and self-fix solutions to clients
• Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
• Handle technical requests such as password resets, drive mapping, and user accounts setup
• Provide limited Saturday coverage as part of an on-call rotation schedule
• Perform Tier 1 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more

IT Help Desk Technician

Technical Project Manager

• Work under the direction of the Project Manager to manage and oversee multiple projects at a time
• Track and ensure timely completion of tasks and tickets
• Communicate with clients via phone and email regarding scope of work and project timelines
• Communicate with third-party vendors via phone and email regarding scope of work and project timelines
• Organize and schedule on-site and remote projects
• Respond to questions and requests from clients
• Assist in creating and updating policies and procedures for our Procurement and Project teams
• Handle sensitive information in a confidential manner
• Train staff members and new hires on our Project team
• Collaborate with the Procurement Coordinator to monitor timeline of ordered parts
• Coordinate travel for Installation Technicians

Employee Engagement and Development Coordinator

IT Field Technician

IT Field Technician

IT Field Technician

IT Field Technician

IT Help Desk Technician

IT Project Coordinator