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About the Role

As a remote Field Technician in the Syracuse to Albany NY 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

Requirements

Must have reliable transportation
Candidates should reside in the CNY area, and have reliable transportation.

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

Location

Syracuse to Albany NY area
Central New York

Work Type

Remote
Onsite visits
Hybrid

Experience Level

1-2 years of tech support experience
1-2 years of customer service experience

Education Level

Bachelor’s degree in Information Technology or Computer Science is preferred

About the Company

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.