IT Generalist

The IT Generalist supports the day-to-day technology needs of Smalltown Dental's practices and support team. This role helps maintain and improve the network infrastructure that supports the organization's data and voice communication needs, and helps maintain an operating environment that delivers the applications and functionality staff require while meeting the reliability and availability standards critical to patient care. The IT Generalist maintains security protocols for the network and performs hands-on troubleshooting, setups, and maintenance across multiple office locations. No day is ever the same or predictable.

Key Responsibilities

• Provide help desk support for company software and hardware, responding to tickets, emails, and phone calls related to staff questions or problems.

• Gather information and attempt to solve specific technical hardware and software questions and problems for end users.

• Assist with end-user system updates and monitoring, including:

• Patch management

• Virus and malware checking and removal

• Testing

• Ensuring backup of data files

• Assist with system builds and maintenance of computers, laptops, and tablets.

• Replace malfunctioning equipment such as keyboards, mice, phones, computers, and monitors, and replace printer supplies.

• Support dental-specific technology, including practice management software, digital imaging, and intraoral cameras, in partnership with vendors.

• Assist with installing, planning, and implementing hardware and software for the communication networks, including data and telephony.

• Assist in maintaining the phone system and cell phones, including inventory, necessary reports, E911 records, and preventive maintenance.

• Assist in implementing and instructing employees in using communication systems such as desk phones, cell phones, voicemail, and email.

• Assist users with access rights to network folders, files, and applications.

• Assist with equipment inventory, upgrades, and repair.

• Maintain security protocols for the network and support compliance with HIPAA and company policies.

• Provide education and training for staff, including researching and writing training materials.

• Assist with and lead technology projects.

• Assist with website and intranet updates as needed.

• Communicate effectively with supervisor regarding any critical events affecting the network, phones, or systems.

• Participate in short- and long-range planning and goal setting.

• Maintain documentation for the position, ensuring all information needed for systems and procedures is recorded.

• Flex work hours as necessary for emergencies, installs, maintenance, or projects.

• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required. College coursework or relevant IT certifications a plus.

• Experience in software support, software training, and hardware repair.

• Knowledge of the principles, practices, and techniques of computer operations, computer security programs and procedures, and data recovery techniques.

• General knowledge of network topology.

• Experience with Microsoft 365, configuring Windows and macOS, and web design a plus.

• Valid driver's license, reliable vehicle, and ability to travel regularly between practice locations.

• Ability to lift and move boxes of supplies and equipment.

Required Skills

• Help desk and end-user support

• Hardware and software troubleshooting

• Organizational skills

• Clear and precise communication

• Ability to present technical information in a non-technical manner

• Ability to work cooperatively with staff throughout the organization

• Computer security and data recovery

• Network and telephony fundamentals

• Proficiency with Microsoft Office

Key Performance Indicators (KPIs)

• Help desk response and resolution times

• Staff satisfaction with IT support

• Patch and update compliance across devices

• Backup success rates

• Equipment inventory accuracy

• Project completion within established time frames

• Documentation completeness

Preferred Attributes

• Aptitude and desire to learn new skills on the job.

• Takes initiative and works independently with multiple projects and priorities.

• Adapts to change and meets deadlines.

• Sets a positive example and promotes a positive work environment.

• Courteous and helpful, with professional boundaries with staff, patients, and outside contacts.

• Maintains confidentiality of company and patient information.

• Upholds company policies, procedures, and standards of ethics.