Field Technician (Dental IT Specialist)

F1 iT, Inc. - Field Technician (Dental IT Specialist)

About F1 iT:

F1 iT is a leading dental-specialized IT company dedicated to empowering dental practices with cutting-edge technology solutions. We go beyond installation and support, acting as a virtual CIO for our clients, helping them grow and achieve their unique practice goals.

About the Role:

As a Field Technician at F1 iT, you'll be the frontline ambassador and technical problem solver for our valued dental practice clients. You'll combine deep technical expertise with a passion for the dental industry and exceptional customer service skills. Your mission is to identify, troubleshoot, and resolve technology issues efficiently, ensuring minimal disruption to patient care and exceeding client expectations.

Responsibilities:

• Onsite Technical Support:

• Respond promptly to dispatch calls, troubleshooting and resolving issues related to:

• Computer & Network Hardware: Desktops, laptops, servers, firewalls, switches, Wi-Fi networks.

• Dental Practice Software & Hardware: Practice management systems, digital imaging systems (intraoral scanners, X-ray generators), intraoral cameras, digital tablets.

• Additional Technologies: Telephony systems, audio/video equipment, surveillance systems, access control & intrusion systems.

• Perform preventative maintenance tasks to optimize performance and minimize downtime.

• Install and configure new equipment according to established protocols.

• Document all service activities thoroughly and accurately in the ticketing system.

• Customer Focus:

• Actively listen to client concerns and translate technical issues into understandable terms.

• Maintain a professional and empathetic demeanor, building trust and rapport with clients.

• Effectively communicate updates and resolutions, both verbally and in writing.

• Escalate complex issues to management and follow through on resolution.

• Continuous Improvement:

• Participate actively in knowledge sharing and process improvement initiatives.

• Stay up-to-date on the latest dental technology trends and advancements.

• Pursue additional certifications and training opportunities to enhance your skill set.

• Additional Responsibilities:

• Assist with building and pre-configuring hardware in F1 iT's office.

• Provide remote technical support to clients when needed.

• Maintain a clean and organized workspace and tools.

Qualifications:

• Minimum 5 years of experience in IT support, preferably within a managed service provider (MSP) environment.

• Strong understanding of computer hardware, networking, and basic IT security principles.

• In-depth knowledge of dental practice workflows and specialized technology platforms (PMS, digital imaging).

• Excellent communication and interpersonal skills, with a focus on active listening and empathy.

• Ability to troubleshoot complex technical issues and identify root causes efficiently.

• Resourcefulness and adaptability in resolving problems in dynamic environments.

• Strong written and verbal communication skills, with proficiency in documenting technical procedures.

• Time management and organizational skills to prioritize tasks and manage workload effectively.

• Positive attitude, commitment to continuous learning, and a passion for exceeding expectations.

• Valid driver's license and clean driving record.

Preferred Certifications:

• CompTIA Network+/Security+

• Cisco CCNA

• Microsoft Azure Administration

• Microsoft 365 Administration

Key Performance Indicators (KPIs):

• Number of onsite callbacks (minimizing repeat visits)

• Number of installs/service calls completed per day

• Customer satisfaction score based on feedback

• Resolution rate of tickets within SLA

• Participation in training and development initiatives

Benefits:

• Competitive salary and benefits package

• Opportunity for career growth and development

• Collaborative and supportive work environment

• Making a real difference in the success of dental practices

• Joining a company passionate about improving patient care through technology

To Apply:

Please submit your resume and cover letter, outlining your qualifications and passion for the dental industry. We look forward to hearing from you!