About the Practice:
Lightwave in Charlotte, NC 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 80 dental offices in 4 states. For additional information, please visit lightwavedental.com. Follow us on LinkedIn, Facebook, and Instagram.
Job Description:
The IT Field Technician is directly responsible for providing onsite technical support and implementing technology solutions to 12-20 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 12-20 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
- 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
Qualifications:
- 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
Travel
- Regular travel to 12-20 locations within the designated region
- Overnight travel may be required occasionally, but it is anticipated to be minima
Benefits Offered:
In return for providing an excellent employee and patient experience, we offer a great benefits package to include health and dental benefits, 401(k), holiday pay and paid time off.
Salary Range: $50-60k Telecommute: true Travel: 50% Requisition Number: 2024-12349