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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Service Desk Technician - **Company:** SALT Dental Partners - **Location:** Phoenix, AZ, United States - **Experience:** Expert - **Salary:** $70,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Active Directory, Microsoft Outlook, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), Imaging Technology, Virtual Private Networks (VPN), Networking Basics, Network Connections, Release Management, Microsoft SharePoint, Wi-Fi Technology, Internet Protocol Telephony, Information Technology, 3-tier Architectures, User Administration - **Published:** June 8, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=00f746973d268acb ## About the Role Do you have experience in Customer communication?, Do you have a Bachelor's degree?, * 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. * Strong experience supporting Windows-based endpoints and Microsoft 365 environments. * Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications are a plus. * 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. ## 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 dental 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 Home Support Office (HSO) in Phoenix, AZ. 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. Responsibilities: * 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 - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Smart, Connected, Unexpected: The Wild Side of IoT and AI](https://www.wearedevelopers.com/videos/1113-smart-connected-unexpected-the-wild-side-of-iot-and-ai) - [Blazing Accessibility Basics](https://www.wearedevelopers.com/videos/568-blazing-accessibility-basics) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [From Bedside Beeps to Interoperable Bytes – Getting your medical devices ready to talk the IEEE 11073 language](https://www.wearedevelopers.com/videos/771-from-bedside-beeps-to-interoperable-bytes-getting-your-medical-devices-ready-to-talk-the-ieee-11073-language) - [Prototyping with Hardware and the Web](https://www.wearedevelopers.com/videos/651-prototyping-with-hardware-and-the-web) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)