IT Field Technician

Darkhorse Tech; Raleigh (NC); On-site; USD 40,000 - 60,000; Full time

Job summary

Darkhorse Tech is looking for a Remote Field Technician in Raleigh, NC to assist dental offices with technical issues and provide exceptional customer service. This hybrid role involves both remote assistance and onsite visits. The ideal candidate will have 1-2 years of tech support and customer service experience and a bachelor's degree in IT or Computer Science is preferred. Reliable transportation is essential for client visits in the area. Hours are Monday to Friday with rotating Saturday coverage.

Qualifications

• 1-2 years of technical support and customer service experience are preferred.
• Candidates must have reliable transportation.
• Proficient troubleshooting skills for hardware and software issues.

Responsibilities

• Provide excellent customer service via phone, remote, and on-site technical support.
• Walk clients through diagnostic procedures to identify and resolve errors.
• Communicate with vendors to request service, update, and resolve open tickets.
• Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment.
• Perform Tier 1 troubleshooting and configuration on various systems.

Skills

Excellent verbal and written communication

Proven time management skills

Proven reliability and the ability to work independently

Excellent customer service skills

Problem solving and troubleshooting skills

1-2 years of tech support experience

1-2 years of customer service experience

Bachelor’s degree in Information Technology or Computer Science

Education

Bachelor’s degree in Information Technology or Computer Science

Job description

About You

Service first. Providing exemplary service means recognizing it. Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business.

You are solution-oriented and accountable. When given an opportunity to address an issue you follow service standards and quickly provide a solution; if you can’t you are able to elevate the issue and alert your manager to your need/want for knowledge and growth – all while communicating progress in a professional and engaging manner with the client.

Part of our team! While service tickets are addressed individually our crew is always ready to support one another, you will both receive and provide help as we are all working toward the same goal. Together we provide a level of service that our clients dream of and that we stand behind.

Field Technician Summary

As a remote Field Technician in the Raleigh, NC area, you will travel to dental offices in your assigned region to assist with varying technical issues. You will build relationships with clients and help them find solutions while providing exceptional customer service. When you are not working on-site, you will provide assistance to clients remotely. In this role you will gain exposure to a wide variety of products and services because we assist our clients with technical problems concerning hardware, software, peripheral equipment like phones and printers, and specialized dental imaging products. We also manage routine maintenance and installations for our clients throughout the country.

Responsibilities

• Provide excellent customer service via phone, remote, and on‑site technical support
• Walk clients through diagnostic procedures to identify and resolve errors
• Communicate with vendors to request service, update, and resolve open tickets
• Adhere to established methods for responding to and documenting support requests
• Perform maintenance tasks on end user devices
• Provide ongoing user training and self‑fix solutions to clients
• Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
• Handle technical requests such as password resets, drive mapping, and user account setup
• Run network lines, punch down cable, and terminate RJ45 connections
• Provide Saturday coverage as part of an on‑call rotation schedule
• Perform Tier 1 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server‑based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more

Qualifications and Skills

• Excellent verbal and written communication
• Proven time management skills
• Proven reliability and the ability to work independently
• Excellent customer service skills
• Problem solving and troubleshooting skills
• 1‑2 years of tech support experience
• 1‑2 years of customer service experience
• Bachelor’s degree in Information Technology or Computer Science is preferred
• Must have reliable transportation

Hours

Monday through Friday 8:00am-5:00pm and rotating Saturday coverage

Notes

This is a hybrid role that requires onsite visits to our clients in and around Raleigh, NC. Candidates should reside in the Raleigh area, and have reliable transportation.