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.

Sunset Technologies Group Inc.

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