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.

Overview

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

Requirements

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 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.

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.

Lightwave Dental

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