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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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, Eagle Soft, Ortho2) and digital imaging systems.
• Experience with helpdesk ticketing systems (e.g., Freshdesk, Autotask).

• 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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