Lightwave in Charlotte, NC was founded in 2016, is a high-growth company building the group model for the future of the dental industry. Lightwave is passionate about doing things the right way with a tight focus on high quality, core values, and taking care of their people. Lightwave is a dental leadership organization that focuses on partnering, training and developing dentists as the natural leaders of the dental practice. Lightwave helps dentists launch their careers, supports dentists leading high-growth dental groups, and assists doctors looking to establish their legacy as they transition into retirement. Lightwave is solving the big problems in dentistry: retirement, management, reimbursements, and partnership by providing the benefits of a group while preserving the essence of private practice. Lightwave currently supports over 80 dental offices in 4 states. For additional information, please visit lightwavedental.com. Follow us on LinkedIn, Facebook, and Instagram.

The IT Service Desk Technician is responsible for delivering both onsite and remote technical support across a growing network of dental offices. This role is based in Charlotte NC supporting three primary office locations in-person, with additional offices planned over the next two years. This role also provides remote support for practices across all other regions in Northern Virginia (NOVA), Richmond (RVA), North Carolina (NC), and South Carolina (SC). The ideal candidate is a proactive, customer-focused technician who can resolve IT issues efficiently, support ongoing projects, and collaborate with Field Technicians, Engineers and IT leadership. The IT Service Desk Technician reports to the IT Manager.

Objectives and Responsibilities

· Deliver timely and effective IT support to ensure minimal downtime across all supported locations.

· Provide onsite support for three primary dental offices in Charlotte NC, with potential expansion.

· Offer remote support for all regional offices, including ticket resolution, proactive network monitoring and project assistance.

· Manage daily IT ticket queue and determine if issues can be resolved remotely. Assign tickets to appropriate support technicians.

· Collaborate with Field Technicians, Engineers and IT leadership to execute delegated tasks and initiatives.

· Maintain high levels of customer satisfaction through clear communication and follow-through.

· Provide onsite IT support for three dental offices, including hardware setup, level 1-2 troubleshooting, and user assistance.

· Deliver remote IT support for practices across NOVA, RVA, NC, and SC, including resolving tickets and assisting with IT projects.

· Oversee the IT ticket queue and determine if an issue can be resolved remotely. Assign ticket to appropriate IT support staff for escalations or onsite support needs in other regions.

· Respond to and resolve tier 1 and tier 2 technical issues via the Freshservice ticketing system, phone, email, and remote access tools.

· Support IT Field Technicians, Engineers and management by executing delegated tasks and contributing to larger IT initiatives.

· Document all support activities, resolutions, and recommendations in the IT knowledgebase system.

Qualifications

· 1–2 years of experience in a Service Desk, Help Desk, or IT Support Technician role

· Familiarity with Active Directory, Azure, and Office 365 preferred

· Experience resolving tier 1 and tier 2 technical issues, including hardware, software, and networking

· Strong communication and interpersonal skills

· Ability to work independently and manage multiple priorities

· Willingness to travel to local Charlotte offices as needed

· Valid driver’s license and reliable transportation

· Associate’s or Bachelor’s degree in Information Technology or related field preferred

· CompTIA A+ certification preferred

· Ability to lift and move equipment up to 40 lbs

· Comfortable working in office and remote support environments

· Regular onsite support for three Charlotte dental offices, with potential expansion in the local area.

· Occasional travel to regions outside of Charlotte to support projects and other initiatives.

In return for providing an excellent employee and patient experience, we offer a great benefits package to include health and dental benefits, 401(k), holiday pay and paid time off.