IT Support Specialist – Dental Practice Operations

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TYPE OF WORK

Full Time

SALARY

$6/hr

HOURS PER WEEK

40

DATE UPDATED

Oct 16, 2026

JOB OVERVIEW

About the Position
Smile Group Inc. is seeking a knowledgeable, dependable, and proactive Remote IT Support Specialist to provide technical assistance to our seven dental offices located throughout the Tampa Bay area of Florida.
This position is responsible for resolving daily technology issues, supporting dental practice management software, troubleshooting communication systems, managing employee access, and ensuring technology operates efficiently across all locations.

The ideal candidate is a problem-solver with strong technical knowledge, excellent communication skills, and the ability to diagnose and resolve issues independently while working remotely.

The successful candidate must understand the urgency of technology issues in a dental environment, where system downtime can affect patient care, scheduling, clinical documentation, and revenue.

Key Responsibilities

1. Denticon Administration and Support

-Create, configure, modify, and deactivate Denticon user accounts.
-Manage user permissions and access across multiple office locations.
-Configure provider profiles and access to clinical schedules.
-Troubleshoot login failures, software freezing, and application errors.
-Investigate issues with treatment posting, procedure entry, and provider access.
-Support electronic claims and patient documentation issues involving Denticon, coordinating with billing personnel when appropriate.
-Identify system-wide outages and communicate with Denticon technical support.
-Ensure employee and provider access is configured according to authorized job responsibilities.

2. Dental Imaging and Clinical Technology
-Troubleshoot DEXIS software errors, connectivity, image availability, and workstation integration.
-Support iTero and intraoral scanner connectivity and software-related problems.
-Assist with panoramic X-ray and other dental imaging equipment integrations.
-Install and configure imaging software, drivers, and updates.
-Troubleshoot communication problems between imaging equipment and dental workstations.
-Support AirParrot and other approved screen-sharing or display applications.
-Coordinate with equipment manufacturers or onsite technicians when physical repairs are required.

3. Phone Systems and Communications
-Troubleshoot browser-based softphone and VoIP systems.
-Resolve issues involving calls not ringing, dropped calls, unavailable inbound/outbound calling, and incorrect routing.
-Configure headsets, microphones, speakers, and browser audio permissions.
-Troubleshoot voicemail, call transfers, missed-call routing, and SMS communication systems.
-Assist with assigning appropriate phone access to employees and office locations.
-Coordinate with phone-system vendors when necessary.
-Perform inbound and outbound test calls to verify successful resolution.

4. Computer, Printer, and Scanner Support
-Troubleshoot Windows desktops, laptops, and workstation performance issues.
-Diagnose operating-system errors, startup problems, application crashes, and hardware connectivity issues.
-Install and configure printers, document scanners, drivers, and related software.
-Troubleshoot printing failures, scanner connection errors, and device compatibility issues.
-Configure workstations for new employees and office locations.
-Assist onsite staff with basic hardware troubleshooting through remote guidance.
-Research and recommend compatible replacement equipment when needed.

5. Network and Internet Connectivity
-Diagnose internet outages, Wi-Fi problems, and network connectivity failures.
-Troubleshoot network-connected printers, tablets, imaging devices, and computers.
-Assist with router, switch, and access-point configurations.
-Support UniFi or comparable network management systems.
-Coordinate with internet providers and onsite service personnel.
-Assist with keeping business devices separated from guest networks where appropriate.

6. Employee Onboarding and Offboarding
-Create and configure employee accounts in Denticon, Google Workspace, and other authorized platforms.
-Assign access to appropriate office schedules, applications, shared email accounts, and communication systems.
-Prepare remote employees for their first working day.
-Verify that required software, communication devices, and remote-access tools are operational.
-Remove or disable access promptly during employee offboarding.
-Maintain documentation of account creation, permissions, and deactivation.
-Coordinate account access requests with HR and authorized management.

7. Business Software and Office Technology
-Troubleshoot software issues involving patient financing platforms such as CareCredit, Cherry, and Sunbit.
-Assist with payment terminal connectivity and configuration issues.
-Provide technical support for online patient forms and electronic documentation.
-Support Google Workspace applications and email distribution lists.
-Assist with security camera access, door access applications, and approved monitoring systems.
-Troubleshoot basic office technology such as Sonos, television connections, and audio equipment.
-Coordinate with the relevant vendor whenever an application requires specialized support.

8. IT Support Ticket Management
-Monitor the company's IT Support Task Tracker throughout the working day.
-Categorize tickets based on priority, office impact, and urgency.
-Respond promptly to incoming requests.
-Investigate problems using remote troubleshooting software and approved administrative tools.
-Document the issue, actions taken, resolution, and any necessary follow-up.
-Communicate ticket updates to the requesting employee and management.
-Escalate unresolved issues to vendors, senior technical personnel, or onsite support.
-Identify recurring technical problems and recommend preventative actions.
-Maintain accurate ticket statuses and avoid closing unresolved issues without documentation.

9. IT Security and Preventative Maintenance
-Follow HIPAA privacy and security requirements when handling systems containing patient information.
-Apply least-privilege access principles.
-Assist with account security, multifactor authentication, and password resets.
-Support approved remote-access platforms, including ScreenConnect.
-Assist with backup monitoring and restoration coordination.
-Identify outdated software, unsupported operating systems, and potential security risks.
-Coordinate approved software and operating-system updates.
I-mmediately escalate suspected security i ---------- or unauthorized access.

Required Qualifications
-At least 2 years of professional IT Help Desk, Desktop Support, or Remote Technical Support experience.
-Strong troubleshooting skills with Windows 10/11 and business computer systems.
-Experience with remote desktop access and technical assistance tools.
-Working knowledge of networking fundamentals, including DNS, DHCP, TCP/IP, Wi-Fi, and VPN connectivity.
-Experience installing and configuring printers, scanners, peripherals, and software drivers.
-Familiarity with user-account administration and access management.
-Ability to diagnose issues independently and communicate solutions clearly.
-Experience using ticket management systems and documenting technical resolutions.
-Strong written and verbal English communication skills.
-Excellent organization, attention to detail, and follow-through.
-Ability to prioritize urgent issues affecting multiple offices.
-Reliable internet connection and a secure remote workspace.
-Availability during U.S. Eastern Time working hours.
-Previous IT experience supporting dental or healthcare organizations.
-Knowledge of Denticon practice management software.
-Experience with DEXIS, iTero, or other dental imaging systems.
-Familiarity with VoIP systems, browser-based softphones, and Plivo.
-Experience with Google Workspace administration.
-Familiarity with UniFi, ScreenConnect, and Backblaze.
-Knowledge of HIPAA and healthcare technology security practices.
-CompTIA A+, Network+, Microsoft, or equivalent technical certifications.

Performance Expectations
The selected candidate will be evaluated on:
Timely responses to IT requests according to ticket priority.
Independent resolution of common technical issues.
Accurate and complete ticket documentation.
Effective support for dental software and office communications.
Prompt escalation of issues requiring additional expertise.
Successful setup and removal of employee system access.
Reduction of recurring technical problems.
Professional communication with employees, managers, and vendors.
Reliability, accountability, and consistent follow-through.

Ideal Candidate
Our ideal candidate combines hands-on IT troubleshooting experience with a customer-service mindset.
We are looking for someone who takes ownership of technical problems, investigates the root cause, follows up until issues are resolved, and helps prevent future disruptions.
The person in this role must be comfortable supporting multiple office locations simultaneously and understand that fast, accurate technical support is essential to maintaining efficient dental operations.

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