Tier I Technician

About the Job

DTC, Inc. is a well-established IT service provider for dental and medical practices in the Mid-Atlantic region. Recent growth has prompted us to expand our technician team, and we are looking for ideal candidates to fill a full-time Tier I Technician role for remote work in the Northern VA/Washington DC area. This position will be on the front line of the customer technical experience, responsible for providing our customers with high quality telephone, web based, and on-site support. Strong communications skills and a friendly demeanor are a must, in addition to stellar technical diagnostic skills.

Essential Duties & Responsibilities 

  • Troubleshoot, repair, and configure core computer network components
  • Install computer peripherals for users
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Respond to queries either in person or over the phone
  • Respond to email messages for customers seeking help
  • Ask questions to determine nature of problem
  • Train computer users
  • Maintain daily performance of computer systems
  • Walk customer through problem-solving process
  • Follow up with customers to ensure issue has been resolved
  • Document work and procedures
  • Gain feedback from customers about computer usage
  • Run reports to identify recurring problems
  • Install, configure, and troubleshoot firewalls (SonicWall) and wireless routers (Ubiquiti)
  • VOIP (Freedom Voice and Weave) installation and training
  • Employ RMM (ConnectWise Automate) to remotely and proactively monitor client endpoints, networks and computers
  • Install and configure antivirus software on desktop and servers
  • Create and troubleshoot image and file based backups (Cloudberry)
  • Work with team to develop new strategies and procedures
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

Qualifications & Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Interpersonal skills, such as telephony skills, communication skills, active listening, and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • Ability to keep up on necessary ongoing industry related training
  • Knowledge of ConnectWise software and ability to demonstrate ConnectWise Software
  • Must have the ability to regularly lift, move and carry computer equipment weighing up to 75 lbs. Use of common powers tools and climbing of ladders is required.

Education: College degree or equivalent experience in IT preferred. 

This position requires approximately 50% of time spent at client offices, as well as some Saturday hours.

Position Type

Full-time benefits. DTC offers a competitive compensation package. If you have the required experience & skills to succeed and seek a challenging opportunity in a growing company with a unique corporate culture, please send resume and salary requirements using the form below. NOTE: No phone calls please.

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