IT Conversion Go-Live Tech, IT Department
Company : Heartland Dental
Job Location : Kansas, us
Posted on : 2021-05-25
Job Description :
Job Description OverviewIT Conversion Go-Live Tech, IT DepartmentThe IT Conversion Go-Live Tech is primarily responsible for onsite IT support of newly converted dental offices. While onsite at offices, the Conversion Go-Live Tech is responsible for supporting the dental office staff during the period following hardware and software conversion to Heartland Dental’s standard configuration. In this position, you will travel approximately 90%-100% of the time in week-long increments, multiple times per month. Duties include finalizing any outstanding IT-related tasks or issues leftover from the conversion processes and assisting the office in navigating through the technical changes that arise from the conversion process. This position will report to the IT Field Supervisor.With more than 1,000 dental offices supported across 38 states, over 10,000 team members and over 1,600 supported doctors in our support, Heartland Dental has a proven track record of growth and success. We’re looking for professional individuals who are open, positive and mentally flexible to join our network of support. ResponsibilitiesBelow is an overview of the duties and responsibilities associated with this position:• Live up to our focus on efficient and valuable customer service by serving and representing the department as an IT ambassador to recently converted dental offices• Execute onsite visits at designated dental offices, which includes assisting the staff members with any IT needs (mostly hardware, software and network connectivity) as a part of the post-conversion process• Document any resolved or outstanding issues encountered while onsite using Microsoft Office-based tools and internal customer service management platform• Record results of the office’s conversion in report and photographic form to hand off to the IT Dental Office Service Desk• Facilitate the return of associated IT equipment back to appropriate stakeholder• Maintain and update go-live processes, tools, and documents to continue to provide the best experience for dental offices• Assist with occasional outstanding IT equipment installations at new dental offices as needed• Participate as a member of the IT Field Tech team by providing feedback to the conversion project and install teams in order to enhance the end-to-end conversion process• Prepare and book travel arrangements for respective visits• Perform timely expense management allocations related to expenses incurred in role QualificationsMinimum Requirements:• Completion of one of the following: one year of IT experience in a technical support role OR a degree in an IT related field.• Practical knowledge of computer and networking troubleshooting concepts• Strong computer skills, including experience with operating systems, computer and networking hardware, and other IT related peripheral devices• Ability to travel 90%-100%, often outside of regular business hours; attendance and punctuality are essential• Strong verbal and written communication skills that translate to exceptional customer service skills with ability to communicate effectively with multiple personality types• Ability to work well under pressure, prioritize multiple tasks, and meet deadlines• High level of maturity, personal initiative, and sound judgmentDesirable Qualifications:• Prior experience with in-person customer support• Prior experience in an IT field/on-site support role• Experience working with dental IT hardware and softwareWe put our people first at Heartland Dental, and that shows in our generous benefits package.Company retains the sole discretion to change the duties of the position at any time.We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.