Desktop Support Specialist

The Desktop Support Specialist plays a critical role on the frontline, delivering compassionate, timely, and expert support to ensure our colleagues can operate efficiently and provide exceptional patient care. This role supports a diverse range of hardware, software, networking, and communication technologies both remotely and on-site across multiple locations. This role directly contributes to our mission of delivering exceptional patient care through reliable, high-performing technology., * Provide rapid, accurate IT support remotely and on-site, resolving hardware, software, and connectivity issues

• Manage and prioritize support tickets using our ticketing system, meeting defined service level agreements (SLAs)
• Support and maintain core systems, including practice management, imaging, Active Directory/Entra ID, Microsoft 365, network infrastructure, VoIP, and internet service
• Deploy, image, and configure computers, phones, and related IT or dental hardware
• Document troubleshooting procedures and contribute to process improvements
• Ensure day-to-day support aligns with HIPAA and PCI compliance standards
• Collaborate with IT staff and other departments to develop innovative solutions and improve IT services

• Proven experience troubleshooting Tier 1 and Tier 2 IT issues across hardware, software, and networks.

• Strong knowledge of Active Directory, Microsoft 365, and network infrastructure components (servers, switches, firewalls, access points).

• Experience supporting VoIP systems and device management tools (e.g., Intune, NinjaOne, ManageEngine, etc.)

• Proficiency with remote support tools such as Zoho, BeyondTrust, or GoTo

• Ability to prepare and deploy IT hardware and perform occasional rack installations.

• Familiarity with HIPAA and PCI compliance requirements in IT environments.

• Excellent customer service, communication, and collaboration skills.

• Detail-oriented with a focus on process documentation and continuous improvement.

• Comfortable working independently and as part of a team in a fast-paced environment.

• Ability to regularly travel within the Michigan market and occasional (up to 10%) out-of-state travel

Essential Qualifications:

Education: Associates or Bachelor’s degree in computer science, information systems, or other related field; or equivalent work experience/industry certifications.

Minimum Experience: Minimum two (2) years in Information Technology with working knowledge of basic to moderately complex hardware and software products, and problem-solving/troubleshooting skills.

Smile Partners USA (SPUSA) is a leading Dental Service Organization (DSO) dedicated to providing exceptional administrative support and resources to dental practices across the United States. With a network of 110+ offices, we are committed to delivering high-quality dental care while maintaining operational efficiency and financial sustainability.