IT Infrastructure Operations Technician I - Help Desk - Midwest Remote

IT Infrastructure Operations Technician I, Information Technology

As an Infrastructure Operations Technician I, your primary responsibility is to ensure the flawless operation of Heartland Infrastructure systems while serving as the key escalation support resource for Dental Office managed services. Your pivotal role contributes to the overarching company goal of delivering world-class services to dental offices. This involves providing essential support for various IT Infrastructure systems, such as VOIP, networks, cable TV, and radio systems, alongside proactive monitoring to address issues before they impact operations.

A standard workday commences with involving the assessment of critical outages, comprehensive review of monitoring tools, prompt response to incoming critical calls, followed by providing resolution support for escalations. Our team members enjoy a variety of different shifts to provide optimal coverage to our customers. 

Heartland Dental proudly supports 1,700+ dental offices and more than 10,000 team members across the country. We are hard-working, fun-loving, and fast-growing – looking for our next perfect fit!

To give you an idea of the team structure, you will work on the Infrastructure Operations team, reporting to the Infrastructure Operations Manager.

Below is an overview of the duties and responsibilities you would take on in this role:

• Offer escalation support, ensuring the operational readiness of technical devices and providing guidance to Level 2 support.
• Execute regular proactive maintenance tasks for optimal system health, conducting diagnostics and troubleshooting to address potential issues before impacting operations.
• Providing escalation support for the RingCentral VoIP cloud platform and assisting in developing and managing RingCentral accounts and call flows.
• Collaborate with vendors for seamless onboarding/offboarding of dental offices, maintaining up-to-date service and vendor account information.
• Maintain comprehensive doumentation, building and maintaining knowledge base articles. 
• Ensure network and equipment availability meets service levels, coordinating service installations for supported offices. 
• Stay updated on technology advancements, providing insights and recommendations for service and system upgrades. 
• Manage the equipment and service issue resolution lifecycle, communicating resolution status to stakeholders.
• Proficient use of the ticketing system, maintaining accurate and up-to-date records of incidents and service requests. 

Minimum Requirements:

• An  associate’s degree and at least 1+ year of experience in telecommunications, IT, or networking OR at least two years of experience in telecommunications, IT, or networking.

• Knowledge of technical details, computers, telephone, cable equipment, and network protocols.
• Effective communication and documentation skills to interact with customers/stakeholders, service providers and third-party vendors.
• Ability to work under pressure, prioritize, and deliver excellent customer service.
• Proficient problem-solving skills with attention to detail.

Preferred Experience:

• Inbound call experience
• Device Models: Yealink, Polycom, and Cisco.
• Proven experience with Fortinet, Netreo, M365 Administration, Azure AD, PowerShell, Python, MECM, DNS/DHCP Operations, and RingCentral.
• Familiarity with broadband and telecom technology advancements.
• Successful collaboration with vendors and carriers for service improvements.
• Proven ability to contribute to system upgrades and enhancements.

Physical Requirements:

• Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

We 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 with the protections of federal, state, and local laws affording equal opportunity in employment.