About Abra Health
Abra Health is a leading Dental Service Organization (DSO) committed to providing exceptional patient care through innovative solutions and a patient-first approach. We strive to improve the quality of life for our patients and their families. Abra Health is committed to delivering exceptional dental care through technology-driven operations. We are looking for motivated, adaptable professionals who thrive in a fast-paced, multi-site healthcare environment.
Job Summary
The Special Operations Support Specialist (SOS Specialist) is a field-based technology support role dedicated to the Pennsylvania region. This individual serves as the primary on-site presence for IT operations across existing PA offices while playing a critical support role in new office openings. Acting as a smart-hands extension of the corporate IT function, the SOS Specialist works in close coordination with our managed service provider Meriplex and internal IT leadership to keep all dental office technology running efficiently and at peak performance. This is a high-visibility role requiring a self-starter who can operate independently in the field while staying deeply connected to the central team.
Key Responsibilities: Field Operations
Field Operations
- Conduct thorough walkthroughs of assigned PA offices 2 to 3 days per week to assess operational health and identify issues proactively
- Ensure all technology across dental operatories, front desk stations, and back-office workspaces is functioning at optimal efficiency
- Deploy, configure, and stage computers and peripheral equipment across multiple office locations, including large-scale deployments of 20 or more devices
- Replace cables, troubleshoot connectivity issues, and perform basic hardware repair and replacement as needed
- Support x-ray and dental imaging equipment setup, maintenance, and troubleshooting in coordination with third-party vendors and engineers
Helpdesk and Ticket Management
- Actively manage and resolve IT support tickets assigned to the PA region using Tikit.ai
- Serve as the on-site bridge between Abra Health offices and Meriplex, facilitating real-time communication and action items
- Participate in three-way calls with Meriplex, and third-party engineers and/or techs to troubleshoot complex hardware, software, or imaging issues
- Escalate issues that require advanced technical intervention while maintaining clear ownership and follow-through
Reporting and Communication
- Produce detailed written reports following each office visit, documenting findings, actions taken, and outstanding items
- Track projects, tasks, and site-specific items using monday.com
- Join regularly scheduled team meetings and provide regional updates to IT leadership
- Communicate professionally and clearly with dental office managers, clinical staff, and corporate stakeholders
New Office Support
- Provide elevated on-site presence at new office locations in the weeks leading up to opening, ensuring full technology readiness
- Coordinate equipment delivery, installation, and testing in alignment with pre-opening checklists and timelines
- Serve as the local point of contact for all technology-related activities during new site launches
Headquarter Collaboration
- Travel to Abra Health headquarters in New Jersey on a quarterly basis for team alignment, training, and strategic planning
- Complete initial onboarding and training at NJ headquarters prior to assuming full PA regional responsibilities
REQUIRED QUALIFICATIONS
Technical Skills
- Proficient in computer deployment, imaging, and basic hardware setup and configuration
- Comfortable serving as smart hands guided remotely by phone or video with Meriplex engineers
- Proficient in the Microsoft 365 suite including Outlook, Teams, SharePoint, and OneDrive
- Ability to learn and operate Tikit.ai for ticket management and monday.com for project tracking
- Some experience or familiarity with dental or medical office technology environments is strongly preferred
Physical Requirements
- Ability to lift and carry heavy computer equipment and peripherals as needed
- Ability to go up and down stairs across multi-story office buildings without limitations
- Ability to work in physically demanding positions such as crouching under desks or within cubicle spaces to access equipment
Travel and Logistics
- Must have a reliable personal form of transportation and valid driver's license
- Must be able and willing to travel across the full PA region, including Scranton to Philadelphia and all points in between
- Must be comfortable with 65 to 75 percent travel as part of the standard workweek
- Must be available for quarterly visits to NJ headquarters
Communication and Interpersonal Skills
- Advanced verbal and written communication skills with the ability to convey technical information to non-technical dental staff
- Superior interpersonal skills with the ability to build trust and rapport across diverse teams and office cultures
- Proactive mindset with an exceptional attention to detail and strong follow-through
- Professional fluency in English is required; intermediate proficiency in Spanish or Portuguese is strongly preferred
PREFERRED QUALIFICATIONS
- Prior experience in a DSO, healthcare, or multi-site IT support environment
- Familiarity with dental imaging platforms such as Dexis, Pearl, or Overjet
- Experience working with managed service providers in a co-managed IT model
- Bilingual fluency in English and Spanish or Portuguese
WHAT WE OFFER
- A dynamic, growth-oriented environment within a DSO expanding across the East Coast
- Exposure to cutting-edge dental technology and enterprise-level IT operations
- Collaborative team culture with direct visibility to IT leadership
- Mileage reimbursement and travel support
- Competitive compensation commensurate with experience
- Dental and Health Insurance
- 401K and 401 Matching
- PTO and Paid sick time
- Life Insurance
Full time Position
Current office locations: Hazleton, Reading, Wilkes Barre, Scranton, Allentown and Bartonsville
"All employees have the responsibility to adhere to our organization's policies, procedures, and code of conduct, as well as uphold all facets of our comprehensive compliance program. This commitment is fundamental to maintaining the highest standards of integrity, ethics, and regulatory adherence within our workplace."
#MP1
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Experienced with technical support ticketing systems (preferably Tikit)?
- Project managing skills managing complex projects?
- Must be willing to support our current office locations in the PA region and any future office locations. (Gas and mileage reimbursement will be provided)- do you understand this is a field operations position?
Willingness to travel:
Work Location: On the road
