Service Desk Technician

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

• 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