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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - **Company:** Gravity Hair Salon, LLC - **Location:** Nashville, TN, United States - **Experience:** Expert - **Salary:** $75,000.0 - $100,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Active Directory, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), Imaging Technology, Virtual Private Networks (VPN), Networking Basics, Release Management, Wi-Fi Technology, Information Technology, User Administration - **Published:** July 23, 2026 - **Apply:** https://www.gravityitresources.com/job/9453 ## About the Role * Strong experience supporting Windows-based endpoints and Microsoft 365 environments. * Solid understanding of Active Directory / Entra ID (user & device management). * Experience with service desk ticketing systems and ITIL-aligned processes. * Working knowledge of networking fundamentals (DHCP, DNS, Wi-Fi, VPN). * Familiarity with healthcare or dental practice environments strongly preferred. * Familiarity with ITIL processes (incident, problem, change) and structured UAT/release management. * Experience working with imaging systems and PMS systems including Denticon, Cloud 9, and DSN Cloud strongly preferred * Detail orientated and comfortable working a fast-paced office environment * Excellent oral communication and strong interpersonal skills, especially with non-technical users * Comfortable working independently while collaborating closely with a distributed IT team * Desire and ability to learn new skills and be a team player * Ability to act with integrity, professionalism, and confidentiality Education and Experience * Bachelor's degree in Computer Science, Information Technology, or related field * 5+ years of IT support experience, with at least 2 years in a Tier 2 or senior service desk role * Prior experience supporting multi-site or healthcare organizations preferred * Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications are a plus ## Description The Senior Service Desk Technician serves as a Tier 1-3 escalation point within the IT Service Desk organization, providing advanced technical support to corporate users and field-based practices. This role focuses on resolving complex end-user issues, mentoring Tier 1 technicians, ensuring disciplined ticket management, and acting as a bridge between frontline support and Tier 3 engineering teams. This position will also act as on-site technical support at the secondary Home Support Office (HSO) in Nashville, TN. This position is critical to maintaining clinical and business continuity across a fast-growing, multi-brand Dental Support Organization by delivering timely, professional, and patient-conscious IT support., * Serve as an escalation point for incidents and service requests from HSO and practice team members. * Diagnose and resolve advanced issues related to: + Windows and macOS endpoints + Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) + Printers, scanners, badge readers, and peripheral devices + Phone and VoIP systems + Network connectivity (LAN/Wi-Fi, ISP coordination, VPN) * Provide hands-on and remote support for dental practice technology including: + Practice Management Systems (Denticon, Cloud 9, DSN Cloud) + Imaging systems and clinical workstation setups (vendor coordination as needed). * Own incidents through resolution, ensuring clear communication, proper documentation, and adherence to SLAs. * Identify repeat issues and contribute to root cause analysis with Tier 3 teams. * Ensure high-priority clinical-impacting tickets are triaged and worked appropriately. * Create and maintain knowledge base articles, troubleshooting guides, and standard operating procedures. * Document commonly escalated issues to reduce repeat tickets and improve Tier 1 resolution rates. * Review tickets for quality, completeness, and accuracy. * Promote a strong customer-service mindset with a focus on supporting clinicians and front-office teams. * Support user onboarding and offboarding processes including account provisioning, device setup, and access changes. * Ensure adherence to access control, least-privilege principles, and internal security standards (HIPAA-aware). * Assist with IT-related projects such as PMS deployments, phone system rollouts, and clinic openings from a support-readiness perspective. * Other duties and tasks as assigned ## Related Videos - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Blazing Accessibility Basics](https://www.wearedevelopers.com/videos/568-blazing-accessibility-basics) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)