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. beBright participates in E-Verify.