What are the responsibilities and job description for the IT Field Services Technician position at Espire Dental?
At Espire Dental, we pride ourselves on delivering above-and-beyond BEST EFFORT technical support for our practices.
We are searching for an IT Field Service Technician to provide on-site maintenance and support for our equipment. The IT Field Service Technician will be in charge of installing and testing computers, televisions, and dental equipment, troubleshooting issues, creating new users and managing the Onboarding of employees, making repairs, and teaching our customers how to operate their devices.
Espire Dental is committed to serving both customers and employees in the best way possible. If youre looking for a place to grow your career while providing impeccable service, wed love to meet you.
This role is based out of our office in Greenwood Village. The technician will primarily work from here and dispatch to practices as needed. They are responsible for the entry level troubleshooting and ticket escalation to the rest of the IT Team.
Objectives of this role
- Learn the ins and outs of our equipment to accurately answer questions and adequately serve customers
- Provide customers with tools and training to successfully operate their equipment
- Become an expert in identifying and diagnosing equipment issues
- Work seamlessly and cohesively with employees at practices, practice support center, and other members of the team
- Resolve all customer complaints and repair or replace malfunctioning equipment
- Leave customers feeling satisfied and confident in their equipment at the end of each visit
Responsibilities
- Install equipment in practices and train customers to properly operate or service their hardware
- Work with Practice Managers to thoroughly understand complaints, errors, and equipment issues before arriving on-site for maintenance
- Travel to job sites to troubleshoot issues, diagnose problems, and fix or replace equipment as needed
- Provide regularly scheduled, ongoing equipment maintenance visits
- Be the primary ticket handler for the helpdesk, Provide Tier 1 remote support for locations outside of the local support practices.
- Follow company procedures and safety policies
Skills and qualifications
- Ability to install equipment, diagnose problems, and make repairs capable of making educated decisions to accomplish goals
- Strong time-management skills and an ability to stick to a tight schedule
- Excellent problem-solving skills with a knack for troubleshooting technical issues
- Ability to collaborate with others and work well on a team
- Enthusiasm for providing excellent customer service
- Excellent communication skills
Preferred qualifications
- Valid drivers license
- Hands on Support locations range from Cheyenne, Wyoming to Fort Collins, to Denver, to Colorado Springs.
- Customer service background
- Experience performing on-site maintenance; use of hand tools, drills, screw drivers, dry-wall anchors, running cables, building network cables, and the ability to improvise to solve problems.
- Must know how to safely and confidently work while on ladders, or in small spaces, like drop ceilings and crawl spaces.
- Occasional out of state travel
- Availability to work irregular shifts, including evenings and weekends
