IT Field Service Technician
Position Summary The IT Field Service Technician is a dynamic, hands-on role that serves as the backbone of our technical support for our clinical locations. You will be responsible for traveling to our Minnesota-based practices to provide on-site installation, maintenance, and repair of all IT hardware and network infrastructure. When not in the field, you will work from our corporate office in Minnetonka, serving as a Tier 1.5/2 escalation point for the helpdesk. This hybrid role requires a strong problem-solver who can work independently in the field and collaboratively with the helpdesk team, handling everything from complex remote support issues to new office setups.
Key Responsibilities
On-Site Field Support:
- Travel to various dental and orthodontic practices throughout Minnesota to provide hands-on technical support.
- Install, configure, troubleshoot, and repair hardware, including desktops, laptops, servers, printers, scanners, intraoral cameras, and other dental-specific technology.
- Manage and troubleshoot on-site network infrastructure, including routers, switches, wireless access points, and network cabling.
- Ability to work on ladders safely. Knowledge to work with hand tools also preferred.
Remote Tier 2 Helpdesk Support:
- When not traveling, work from the corporate office providing advanced remote support.
- Act as an escalation point for the Tier 1 helpdesk, resolving complex technical issues using remote access software.
- Assist with projects, system upgrades, and server maintenance as directed by the IT Manager.
Tier 1 Responsibilities:
- Fulfill all duties of a Tier 1 agent when required to support team workload. This includes answering helpdesk calls, triaging tickets, performing password resets, and managing the employee onboarding/offboarding process.
- Monitor the helpdesk queue to ensure service level agreements (SLAs) are met.
Documentation and Asset Management:
- Meticulously document all on-site and remote work within our IT ticketing system.
- Maintain an accurate inventory of all IT hardware and software assets across all supported locations.
- Assist in creating and updating technical documentation and knowledge base articles.
Qualifications and Skills Required:
- High school diploma or equivalent.
- A valid Minnesota driver's license, proof of insurance, and a reliable vehicle for travel are mandatory.
- 2+ years of professional experience in an IT support role, including hands-on experience with hardware troubleshooting, network setup, and PC deployment.
- Demonstrated proficiency in troubleshooting Windows Operating Systems (10/11) and the Microsoft 365 suite.
- Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs).
- Excellent problem-solving skills and the ability to work independently with minimal supervision.
- Outstanding communication and customer service skills, with the ability to build rapport with clinic staff.
- Ability to lift and transport IT equipment weighing up to 50 lbs.
Preferred:
- Associate's or Bachelor's degree in Information Technology or a related field.
- CompTIA A+ and/or Network+ certifications are highly preferred.
- Experience working in a multi-site healthcare or dental environment.
- Familiarity with Active Directory, Group Policy, and Microsoft 365 Admin Center.
- Experience with dental practice management software (e.g., Dentrix, EagleSoft, Ortho2) and digital imaging systems.
- Experience with helpdesk ticketing systems (e.g., Freshdesk, Autotask).
Benefits:
- Competitive salary commensurate with experience.
- Comprehensive health, dental, and vision benefits.
- Retirement savings plan with employer safe harbor program.
- Generous paid time off and holidays.
- Continuing education and professional development opportunities.
- Collaborative and mission-driven company culture focused on improving patient outcomes.
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