IT Operations, Client Connectivity Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the technical onboarding process for new client implementations.

• Collaborate directly with dental practices and their IT providers to set up secure remote access.

• Set up, validate, and troubleshoot VPN, TS+, Splashtop, remote desktop, and network connectivity.

• Complete technical implementation checklists prior to practices receiving approval for go-live.

• Conduct end-to-end validation, which includes connectivity testing, software access verification, scanning, clearinghouse testing, and ensuring remote session stability.

• Act as the primary technical contact for client connectivity issues following implementation.

• Diagnose remote access failures, VPN complications, authentication issues, hardware malfunctions, printer and scanner connectivity, and workstation performance challenges.

• Address technical issues from intake to resolution while providing regular updates to internal teams and clients.

• Appropriately escalate complex problems while maintaining responsibility for communication and follow-through.

• Work closely with Client Onboarding, Operations, Product, Engineering, Revenue Specialists, and Customer Success teams.

• Directly liaise with third-party IT vendors to address office infrastructure challenges.

• Convert technical concepts into clear, comprehensible communication for non-technical users.

• Keep detailed implementation documentation and technical records.

• Assist in developing and maintaining Wisdom's remote connectivity platform.

• Support the deployment of company-managed VPN and remote access solutions.

• Identify recurring technical issues and propose long-term improvements.

• Contribute to documentation, knowledge base articles, implementation guides, and standard operating procedures.

• Aid in enhancing automation and scalability of remote connectivity as the company expands.

• Provide an exceptional client experience by merging strong technical knowledge with outstanding communication and relationship management.

• Function as a trusted technical advisor throughout the implementation and ongoing support phases.

• Ensure clients feel informed, supported, and confident during every stage of the onboarding process.

⛳️ Requirements

• A minimum of 3 years of experience in IT support, technical implementation, systems administration, MSP, or client-facing technical operations.

• Experience in supporting remote users, VPNs, remote desktop technologies, Windows environments, and networking fundamentals.

• Strong troubleshooting abilities across hardware, software, authentication, networking, and connectivity.

• Experience in coordinating technical projects with multiple stakeholders.

• Excellent verbal and written communication skills, with the capability to articulate technical concepts to non-technical audiences.

• Strong organizational skills with the capacity to manage multiple client implementations concurrently.

• Ability to work independently while effectively collaborating with remote teams.

• A passion for delivering exceptional customer service and fostering trusted client relationships.

🏝️ Benefits

• Wisdom is an equal opportunity employer. We offer employment opportunities regardless of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in compliance with applicable law.