IT Support Engineer

Department is IT Support Reports to VP of IT Support and Integrations FLSA Status is Exempt Objective and Purpose: The IT Support Engineer provides advanced technical support and infrastructure assistance for clinical and administrative operations across a multi-state Dental Support Organization (DSO). This role extends beyond basic helpdesk support and is responsible for resolving escalated issues, configuring systems, and supporting technology deployments. The position helps maintain the availability, security, and performance of the technology used in patient care and business operations. Previous experience supporting a DSO, dental group, dental practice, dental technology vendor, or dental-focused managed service provider is strongly preferred. Primary Responsibilities : Oversee the Southern California region including frequent travel to assigned locations Serve as an escalation point for complex technical issues that require support beyond the Tier 1 helpdesk. Troubleshoot and resolve issues involving Windows workstations and servers, networking, telephony, VPNs, Microsoft 365, and cloud-based tools. Install, configure, maintain, and replace IT hardware and software across new and existing dental practices. Provide technical support for dental practice management, clinical, and imaging technologies, including Open Dental, Dentrix, Eaglesoft, Carestream, DEXIS, OMS Vision, and comparable platforms. Support operatory workstations, imaging devices, sensors, printers, scanners, and other connected clinical peripherals. Coordinate and lead technology deployments, upgrades, infrastructure rollouts, new-practice openings, and acquisitions. Collaborate with cybersecurity and infrastructure teams on system hardening, vulnerability remediation, and regulatory compliance. Administer user accounts, access permissions, Group Policy, and related controls in Active Directory and cloud-based systems. Maintain accurate documentation of systems, configurations, troubleshooting procedures, and deployment standards. Assist with business continuity planning, backup validation, and disaster recovery testing. Participate in after-hours and weekend support for critical issues and projects, as needed. Coordinate with practice leaders, vendors, and internal teams while communicating technical information clearly to non-technical users. Requirements : 3-5 years of progressive experience in IT support, systems engineering, or a comparable technical support role. Experience supporting Windows workstations and servers, Active Directory, Group Policy, Microsoft 365, networking, VPNs, and remote-support technologies. Experience supporting multiple physical locations and independently resolving escalated technical issues. Strong troubleshooting, documentation, problem-solving, and organizational skills. Excellent interpersonal and written communication skills, with the ability to work effectively across clinical, operational, and technical teams. Ability and willingness to travel to regional practices for deployments, acquisitions, upgrades, and complex on-site support needs Expectations: Deliver fast, reliable, and technically sound support across multiple DSO locations Lead IT equipment and infrastructure deployments with minimal disruption Actively contribute to the improvement of IT operations and support processes Maintain a secure and HIPAA-compliant IT environment Communicate clearly and professionally with both technical and non-technical stakeholders Be flexible, accountable, and responsive—including during after-hours on-call rotations Preferred Qualifications Previous experience providing IT support with