IT Field Technician

The IT Field Technician is directly responsible for providing onsite technical support and implementing technology solutions to 12 dental practices with a focus on enhancing the efficiency of our end-users and productivity of our dental offices. The ideal IT Field Technician is a proactive team-player who will be able to communicate effectively with end-users, Practice Managers, Doctors and their IT team while being reliably independent in the field. The IT Field Technician reports to the IT Manager. Objectives

• Ensure technology systems are connected, operational, and well-maintained for all offices in designated region while limiting downtime
• Provide onsite support for all offices in designated region
• Provide quick and effective support for tier 1 & 2 issues and requests for hardware and designated applications
• Listen attentively to end-user questions and concerns and offer optimal solutions or escalate feedback to IT Manager
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level support

Responsibilities

• Direct responsibility over 12 office locations to provide on-site technical support and maintenance, requiring frequent travel
• Design, install, and maintain on-premise office networks, end-user workstation setups and backend on-premise IT hardware such as servers
• Monitor on-premise network connectivity using provided IT tools and respond quickly to downtime
• Coordinate with offices to track and maintain hardware assets
• Diagnose and resolve technical issues in a timely manner, escalating complex problems as needed
• Coordinate with remote support teams and vendors to address technical issues and implement solutions
• Document all support activities, including resolutions and recommendations, in a detailed and accurate manner within the IT knowledgebase system
• Participate in a rotating on-call schedule every 6-7 weeks to promptly address and resolve urgent after-hours technical issues, ensuring continuous operational support.
• Respond to and resolve support issues and requests within established service level agreement (SLA) windows
• Stay updated on emerging technologies and industry best practices to continuously improve technical skills and knowledge
• Develop and maintain a positive relationship with office staff including management, Dentists, and Regional Directors

• 1-2 years professional experience as an IT Field Technician or similar role
• Experience working with Active Directory, Azure and Office 365 preferred
• Experience troubleshooting layer 1-3 issues preferred
• Strong knowledge of computer hardware, software, and networking systems
• Hands-on experience with troubleshooting and resolving tier 1 & 2 technical issues
• Excellent communication and interpersonal skills
• Ability to work independently and prioritize tasks effectively
• Willingness to travel to multiple locations as required
• Valid driver’s license and reliable transportation
• Bachelor’s degree in Computer Science, Information Technology, or a related field or equivalent experience preferred

Physical Requirements

• Ability to lift and move equipment weighing up to 40 lbs
• Comfortable working in various environments, including office settings and remote locations

Pulled from the full job description 401(k) Health insurance Paid time off Dental insurance Paid holidays, Travel

• Regular travel to dental office locations within the designated region.
• After-hours travel may be required occasionally, but it is anticipated to be minimal and will be scheduled.

Lightwave Dental was founded in 2016, is a high-growth company building the group model for the future of the dental industry. Lightwave is passionate about doing things the right way with a tight focus on high quality, core values, and taking care of their people. Lightwave is a dental leadership organization that focuses on partnering, training and developing dentists as the natural leaders of the dental practice. Lightwave helps dentists launch their careers, supports dentists leading high-growth dental groups, and assists doctors looking to establish their legacy as they transition into retirement. Lightwave is solving the big problems in dentistry: retirement, management, reimbursements, and partnership by providing the benefits of a group while preserving the essence of private practice. Lightwave currently supports over 100 dental offices in 3 states. For additional information, please visit lightwavedental.com. Follow us on LinkedIn, Facebook, and Instagram.