IT Operations & Client Connectivity Specialist

Key Responsibilities

• Lead the technical onboarding process for new client implementations.
• Coordinate directly with dental offices and their IT providers to establish secure remote access.
• Configure, validate, and troubleshoot VPN, TS+, Splashtop, remote desktop, and network connectivity.
• Complete technical implementation checklists before practices are approved for go live.
• Perform end to end validation including connectivity testing, software access verification, scanning, clearinghouse testing, and remote session stability.
• Serve as the primary technical owner for client connectivity issues after implementation.
• Troubleshoot remote access failures, VPN issues, authentication problems, hardware failures, printer and scanner connectivity, and workstation performance.
• Resolve technical issues from intake through resolution while providing regular status updates to internal teams and clients.
• Escalate complex issues appropriately while maintaining ownership of communication and follow through.
• Partner closely with Client Onboarding, Operations, Product, Engineering, Revenue Specialists, and Customer Success teams.
• Cross-coordinate directly with third party IT vendors to resolve office infrastructure issues.
• Translate technical concepts into clear, easy to understand communication for nontechnical users.
• Maintain detailed implementation documentation and technical records.
• Afford assistance in building and maintaining Wisdom's remote connectivity platform.
• Support deployment of company managed VPN and remote access solutions.
• Identify recurring technical issues and recommend long term improvements.
• Contribute to documentation, knowledge base articles, implementation guides, and standard operating procedures.
• Help improve automation and scalability of remote connectivity as the company grows.
• Deliver an exceptional client experience by combining strong technical expertise with outstanding communication and relationship management.
• Act as a trusted technical advisor throughout implementation and ongoing support.
• Ensure clients feel informed, supported, and confident throughout every stage of the onboarding process.

Qualifications

• 3+ years of experience in IT support, technical implementation, systems administration, MSP, or client facing technical operations.
• Experience supporting remote users, VPNs, remote desktop technologies, Windows environments, and networking fundamentals.
• Strong troubleshooting skills across hardware, software, authentication, networking, and connectivity.
• Experience coordinating technical projects involving multiple stakeholders.
• Excellent verbal and written communication skills with the ability to explain technical concepts to nontechnical audiences.
• Strong organizational skills with the ability to manage multiple client implementations simultaneously.
• Ability to work independently while collaborating effectively across remote teams.
• Passion for delivering outstanding customer service and building trusted client relationships.