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Seva Dental Team is looking for a full-time Sr. IT Support Specialist based in Grove City, OH. This is a hands-on hybrid role responsible for day-to-day IT support for Seva's dental practices, with a primary focus on supporting all Ohio locations. The role includes remote support, regular on-site support, and travel throughout Ohio, with additional travel to Michigan and potentially elsewhere in the Midwest as needed. This role includes routine user issues to complex infrastructure problems-while working directly with Seva's CIO to support new-practice integrations, system conversions, technology projects, and practice openings. Success in this role means taking ownership, solving problems independently, and keeping technology reliable and simple so our Team Members can stay focused on patient care.
Responsibilities:
• First line day-to-day IT support for Seva's dental practices, including both routine support requests and advanced technical issues.
• Serve as the primary IT support resource for all Ohio locations, providing remote assistance and traveling on-site when hands-on support is needed.
• Troubleshoot and resolve issues involving workstations, laptops, printers, scanners, phones, user accounts, Microsoft 365, Windows, network connectivity, Wi-Fi, VPNs, and other practice technology.
• Support dental-specific systems and equipment, including practice management software, digital imaging systems, intraoral scanners, X-ray/CBCT applications, and integrations with third-party vendors.
• Manage user onboarding and offboarding, account access, workstation setup, equipment deployment, software installation, and other day-to-day technology needs.
• Take ownership of support issues from initial request through resolution, including coordinating with internet, telecom, hardware, software, imaging, and other vendors when necessary.
• Work directly with the CIO on the integration and conversion of newly affiliated dental practices, including technology assessments, site surveys, data/system conversions, equipment deployment, network changes, user setup, cutovers, and go-live support.
• Support new practice openings, office moves, infrastructure upgrades, and other technology projects across Seva's footprint.
• Identify recurring issues and help create standards, documentation, automation, and permanent solutions that reduce support volume and improve reliability.
• Maintain accurate technical documentation, network diagrams, equipment records, vendor information, access documentation, and support procedures.
• Assist with device lifecycle management, inventory, equipment replacement, purchasing recommendations, configuration standards, and deployment of new technology.
• Support security best practices and help ensure systems and access are managed appropriately for a healthcare environment, including HIPAA-sensitive systems and data.
• Communicate clearly and professionally with Practice Managers, clinical Team Members, vendors, and leadership regarding technical issues, outages, project status, and expected resolution times.
• Participate in occasional after-hours or weekend work when required for practice cutovers, upgrades, outages, or projects that cannot reasonably be completed during patient-care hours.
Qualifications:
• 5+ years of hands-on IT support, systems administration, or similar technical experience, with the ability to independently resolve both routine and advanced support issues. Combination of IT Education years and experience will be considered.
• Strong troubleshooting skills across Windows endpoints, Microsoft 365, identity/access management, networking, and common business applications.
• Working knowledge of LAN/WAN networking, TCP/IP, DNS, DHCP, VLANs, Wi-Fi, firewalls, VPNs, and basic network troubleshooting tools.
• Experience supporting multiple locations and users remotely, with the judgment to determine when an issue requires on-site support.
• Ability to independently diagnose unfamiliar problems, research solutions, work effectively with vendors, and take ownership through resolution.
• Strong communication and service skills; able to work comfortably with Team Members who have a wide range of technical ability.
• Highly organized and able to balance incoming support needs, scheduled on-site work, project responsibilities, and travel in a fast-paced environment.
• Comfortable working in a growing organization where processes and standards are still being built and where the role may require wearing multiple hats.
• Experience with dental practice management software, digital imaging, or other healthcare technology is strongly preferred.
• Experience with acquisitions, system/data conversions, new-site openings, office moves, infrastructure upgrades, or technology cutovers is preferred.
• Valid driver's license and ability to travel regularly throughout Ohio, with additional travel to Michigan and occasional travel elsewhere in the Midwest.
Work Environment & Travel:
• Hybrid position based in the Grove City / Columbus, Ohio area, with a mix of remote work, office/project work, and time at dental practice locations.
• Regular travel to Seva's Ohio practices is a core responsibility of the role. Travel to Michigan and other Midwest locations may be required for integrations, projects, or additional support.
• Some trips may require overnight stays depending on project needs or practice location.
• Role may require lifting, transporting, installing, or relocating typical IT equipment such as computers, monitors, printers, UPS devices, and networking equipment.
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