IT Operations & Client Connectivity Specialist

Wisdom•New York, NY

13d

About The Position

Wisdom is seeking a proactive, client focused IT Operations & Client Connectivity Specialist to lead the technical deployment and ongoing support of remote connectivity solutions for our dental practice clients. This role is much more than a traditional help desk position. You will serve as the technical owner of each client's connectivity journey, partnering with dental offices, their local IT providers, internal onboarding teams, and engineering to ensure every practice has a secure, stable, and reliable connection to our remote workforce. From initial implementation through post go live support, you will manage technical projects to completion, troubleshoot complex connectivity issues, coordinate with multiple stakeholders, and provide an exceptional client experience. As Wisdom continues to scale, this role will play a foundational part in building and supporting our remote access infrastructure for hundreds of dental practices nationwide.

Requirements

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.

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.
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.
Assist 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.