IT Field Technician - Charlotte, NC

Darkhorse Tech, Inc.; Charlotte (NC); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid role

On-site visits in Charlotte area

Job summary

Darkhorse Tech, Inc. is hiring a Field Technician in the Charlotte, NC area. You will travel to dental offices to provide on-site and remote IT support for hardware, software, printers, and network equipment.

You will build client relationships, deliver excellent service, and document issues and fixes. The role is hybrid with on-site visits and rotating Saturday coverage; a valid driving need is required.

Qualifications

• Bachelor’s degree in IT or CS preferred.
• Strong communication and time-management skills.
• Experience in tech support and customer service.

Responsibilities

• Provide excellent phone, remote, and on-site support.
• Troubleshoot hardware, software, and printers for clients.
• Guide clients through diagnostics and resolutions.
• Coordinate with vendors to request service and updates.
• Document support requests using established processes.
• Set up and configure PCs, printers, and network gear.
• Assist with password resets and user account setup.
• Provide on-site visits across Charlotte area; remote support when not on-site.
• Participate in Saturday on-call coverage as needed.

Skills

Excellent verbal and written comms

Time management

Reliability

Customer service

Problem solving

Tech support experience

Customer service experience

Reliable transportation

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Windows OS (7+)

Microsoft Office 365

Printer setup

Network equipment configuration

Job description

About Darkhorse Tech

Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance.

About Darkhorse Tech

Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance. As a leader in the industry, we have created and continue to foster relationships with all leading-edge technology companies servicing the Dental community. Our company was created by founder and CEO, Reuben Kamp who left his job at a nationwide Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with its clients. Constantly building on our 13+ years of experience we are now servicing roughly 1400 clients in all 50 states and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners. With technicians on the ground throughout the country we offer in-person as well as remote support.

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 escape 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 Charlotte, 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

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