Specialized Dental Partners
Senior Service Desk Analyst at Specialized Dental Partners
Overview We are seeking a proactive and client-focused Senior Service Desk Analyst to join our IT team. As the first point of contact for practices experiencing technical issues, you will play a key role in ensuring smooth operations by addressing Level 1 and Level 2 tickets efficiently. This position requires strong communication skills, technical expertise, and a commitment to excellent service. The role is onsite in our Franklin, TN office.
Responsibilities
Issue Confirmation and Resolution: Serve as a primary point of contact for practices, confirming, assessing, and documenting the details of reported technical issues. Troubleshoot and resolve Level 1 and Level 2 technical issues related to hardware, software, networks, and other IT systems. Work within a developing escalation framework.
On-Site Support: Provide on-site support while coordinating with remote engineering and architectural teams. Actively participate in an office environment and help surface potential IT opportunities proactively. Serve as an extension of the remote support team to provide a positive experience to enterprise office employees.
Ticket Management: Monitor, prioritize, and manage service desk tickets to ensure timely resolution and adherence to SLAs. Escalate unresolved or complex issues as necessary. Create automations within the ticketing system to improve ticket flow.
Customer Communication: Communicate effectively with practice staff, providing regular documented updates and user-friendly instructions for recurring issues or IT processes. Document hand-offs and transitions clearly.
Documentation and Reporting: Accurately document troubleshooting steps, resolutions, and knowledge base articles. Identify and report trends to drive long-term solutions.
Collaboration: Work with IT team members to align on processes and goals, provide feedback to improve service desk workflows, and assist in evolving the service desk platform.
Qualifications Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience (minimum 8 years without degree).
5+ years of experience in IT support, systems administration, or related role, with a track record of resolving 90%+ of Level 1 and Level 2 tickets independently.
Ability to handle a workload of 30-50 tickets per week while maintaining SLA compliance.
3+ years experience with Microsoft 365 administration (user provisioning, mailbox and license management, Teams/SharePoint) for organizations with 200+ users.
4 years hands-on experience with hardware and network equipment (installation, maintenance, configuration of routers, switches, desktops, laptops, and peripherals).
Preferred Qualifications
Certifications such as CompTIA A+, Network+, or Microsoft certifications (e.g., Azure, Microsoft 365) are a plus.
Experience with ticketing systems and ITIL processes.
Strong understanding of operating systems (Windows, macOS, Linux) and administration tools; experience supporting 250+ end-user devices.
Knowledge of scripting/automation tools (PowerShell, Python).
Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPNs) and hands-on experience troubleshooting network issues across multi-site environments.
Basic knowledge of cybersecurity principles.
Excellent troubleshooting and problem-solving skills with a high first-contact resolution rate.
Strong communication and interpersonal skills with the ability to explain technical concepts to non-technical users and maintain high CSAT scores.
Equal Opportunity Employer: Specialized Dental Partners and its affiliates celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Salary range: $60,000 - $80,000 per year. We adhere to applicable pay laws and are committed to equitable compensation based on role, experience, performance, and contributions.
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Overview We are seeking a proactive and client-focused Senior Service Desk Analyst to join our IT team. As the first point of contact for practices experiencing technical issues, you will play a key role in ensuring smooth operations by addressing Level 1 and Level 2 tickets efficiently. This position requires strong communication skills, technical expertise, and a commitment to excellent service. The role is onsite in our Franklin, TN office.
Responsibilities
Issue Confirmation and Resolution: Serve as a primary point of contact for practices, confirming, assessing, and documenting the details of reported technical issues. Troubleshoot and resolve Level 1 and Level 2 technical issues related to hardware, software, networks, and other IT systems. Work within a developing escalation framework.
On-Site Support: Provide on-site support while coordinating with remote engineering and architectural teams. Actively participate in an office environment and help surface potential IT opportunities proactively. Serve as an extension of the remote support team to provide a positive experience to enterprise office employees.
Ticket Management: Monitor, prioritize, and manage service desk tickets to ensure timely resolution and adherence to SLAs. Escalate unresolved or complex issues as necessary. Create automations within the ticketing system to improve ticket flow.
Customer Communication: Communicate effectively with practice staff, providing regular documented updates and user-friendly instructions for recurring issues or IT processes. Document hand-offs and transitions clearly.
Documentation and Reporting: Accurately document troubleshooting steps, resolutions, and knowledge base articles. Identify and report trends to drive long-term solutions.
Collaboration: Work with IT team members to align on processes and goals, provide feedback to improve service desk workflows, and assist in evolving the service desk platform.
Qualifications Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience (minimum 8 years without degree).
5+ years of experience in IT support, systems administration, or related role, with a track record of resolving 90%+ of Level 1 and Level 2 tickets independently.
Ability to handle a workload of 30-50 tickets per week while maintaining SLA compliance.
3+ years experience with Microsoft 365 administration (user provisioning, mailbox and license management, Teams/SharePoint) for organizations with 200+ users.
4 years hands-on experience with hardware and network equipment (installation, maintenance, configuration of routers, switches, desktops, laptops, and peripherals).
Preferred Qualifications
Certifications such as CompTIA A+, Network+, or Microsoft certifications (e.g., Azure, Microsoft 365) are a plus.
Experience with ticketing systems and ITIL processes.
Strong understanding of operating systems (Windows, macOS, Linux) and administration tools; experience supporting 250+ end-user devices.
Knowledge of scripting/automation tools (PowerShell, Python).
Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPNs) and hands-on experience troubleshooting network issues across multi-site environments.
Basic knowledge of cybersecurity principles.
Excellent troubleshooting and problem-solving skills with a high first-contact resolution rate.
Strong communication and interpersonal skills with the ability to explain technical concepts to non-technical users and maintain high CSAT scores.
Equal Opportunity Employer: Specialized Dental Partners and its affiliates celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Salary range: $60,000 - $80,000 per year. We adhere to applicable pay laws and are committed to equitable compensation based on role, experience, performance, and contributions.
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