Maryland Field Support 1 Technician

Position Description:

Position Purpose:

The Level 1 Field Support Technician will be expected to interact with clients in person to accurately diagnose, troubleshoot, and resolve their software, hardware, or dental technology-related issues.

Essential Functions:

Travel to client offices Perform on-site troubleshooting and interact professionally with clients Perform basic problem solving on hardware and various applications Accurately identify the need to escalate an issue in a timely manner Effectively communicate issue resolution to the client Maintain a detailed knowledge of internal standards and best practices for installing new equipment Act as Help Desk resource when not assigned field work Update assigned service tickets daily by maintaining accurate records and time logging in ConnectWise Maintain inventory, tools, and cleanliness of a work vehicle

Required Skills/Abilities:

Excellent customer service skills Communication, patience, attentiveness, responsiveness, etc. Ownership of assigned tickets Ability to communicate with customers without using technical jargon Ability to identify when to escalate tickets Problem Solving Skills Ability to break down issues to identify root cause versus symptom Ability to gather the correct information and ask the right questions to understand and identify the problem Ability to efficiently work toward a resolution by divide & conquer Ability to effectively utilize resources such as knowledgebase, internet & colleagues Ability to identify if resolution is a permanent or temporary fix and if follow up is needed Ability to understand severity & impact of issues Accurate Service Ticket entry Timely & accurate entry of time logs Concisely gather key information contact info, device, issue Concisely record steps to troubleshoot and resolve issue Accountable Timely response to tickets assigned to you Follow-through on ticket to resolution or escalation High rate of solving problems without causing new issues Record follow-up information password changes, knowledge base articles Basic Dental Technology terminology Xray, intra-oral camera, panoramic, ceph/cephalometric, CT Names of common dental software Typical Op layout dual screen Basic knowledge of computer systems, software, and hardware: Active Directory Password resets User account creation Windows Operating Systems event logs, device manager, network settings, device drivers, basic registry, user profile, windows updates, printers Windows Server Operating Systems Basic computer repair skills and terminology bios updates, physical connections (power, network, video, USB), computer diagnostics Updating basic customer information, passwords, etc. Email Setup Antivirus Installation Basic Dental hardware Setup common intraoral camera Mouthwatch, Dexcam, Schick Setup common x-ray sensor Dexis, Gendex, Schick Networking equipment Printers Scanners Access points Switches VoIP Phones, Soft Phones Basic Networking principles IP Addresses/Subnets

DHCP DNS LAN/WAN

Gateway RMM Software Tools Automate/ScreenConnect/TeamViewer/PassPortal Basic way to effectively utilize Automate & Screen Connect Get system info such as OS, current use login, software, hardware, system specs Set maintenance mode Backstage Control toolbox Cable management Lift and carry up to 50 lbs. Safely use and handle power tools Must be able to work on a rotating on-call schedule

Performance Standard:

Quality of work performed Professional communications with clients Verifiable time accountability PSA reports 1-on-1 meetings with Team Lead Individual development plans The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of personnel so classified.