IT Dental Software Implementation Team Member

IT Dental Software Implementation Team Member

Position Overview:
Being a part of the Implementation team as an IT member means understanding the Practice Management
Software, Denticon, very well and working with Denticon and American Dental Company to integrate a dental
practice seamlessly. This includes imaging systems, computers, telecommunications, operatories and more.
You would be the first line of support for our internal users and external clients experiencing technical issues
with new practices being onboarded as well as many around the country who have already converted. This role
requires a service-oriented professional with excellent communication skills and a strong technical background.
As an additional IT Help Desk Technician to the team, you will address a wide range of software, hardware, and
network issues, ensuring efficient and effective problem resolution and providing high-quality customer service.

Key Responsibilities:

- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat.
- Be available to travel 8 days of the month to onboard a dental practice to Denticon as well as troubleshoot
their hardware and software.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Work with a client who may be resistant to change and is able to calm their fears.
- Determine the best solution based on the issue and customer details.
- Walk the customer through problem-solving, providing clear and concise instructions.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events, problems, and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any customer feedback or suggestions to the appropriate internal team.
- Identify and suggest possible improvements in procedures.
- 40% to 50% Travel

Qualifications:
- Must have Denticon experience.
- Proven experience as a lead technician
- Understanding of imaging systems in a dental practice or medical environment.
- Tech-savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.

- Excellent communication skills.
- Customer-oriented and cool-tempered.
- BSc/BA in IT, Computer Science, or relevant field.
- Certification in Google, Microsoft, Linux, Cisco, or similar technologies is a plus.

Skills:

- Strong troubleshooting and problem-solving skills.
- Patience and ability to manage stress.
- Skilled in prioritizing and multitasking.
- Fluent in English (written and spoken), with additional languages being a plus.

Work Environment:

This position requires some travel as well as in-office support through a ticket system. Our dental practices are
all over the country and we are growing in number. You would be located at our main office in Phoenix when not
traveling.