IT Field Technician at Lightwave Dental in Woodbridge, VA

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.