IT Field Technician

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 80 dental offices in 4 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 five dental practices around Charlotte NC 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 five high-volume office locations to provide on-site technical support and maintenance, requiring frequent travel. Offices are located in and around Charlotte NC.

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 4–5 weeks to promptly address and resolve urgent after-hours technical issues, ensuring continuous operational support. On-call weeks are paid an extra flat rate.

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.

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.