Senior Service Desk Technician

At SALT Dental Partners, you’ll join a collaborative IT culture focused on dependable support for clinicians and front-office teams across a growing network of practices. This on-site Senior Service Desk Technician role is based in Franklin, TN at our Home Support Office, offering meaningful opportunities to mentor colleagues, resolve complex technical issues, and help ensure seamless patient care through technology.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k with Company Match, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)

Responsibilities

• Act as the Tier 1-3 escalation point for incidents and service requests from the Home Support Office and practice teams.
• Diagnose and resolve complex issues on Windows and macOS endpoints.
• Troubleshoot advanced Microsoft 365 components including Outlook, Teams, OneDrive, and SharePoint.
• Support printers, scanners, badge readers, and other peripheral devices.
• Manage and resolve issues with phone and VoIP systems.
• Troubleshoot LAN/Wi-Fi connectivity, coordinate with ISPs, and manage VPN access.
• Provide hands-on and remote support for dental practice technology, including Practice Management Systems such as Denticon, Cloud 9, and DSN Cloud.
• Support imaging systems and clinical workstation setups, coordinating with vendors as needed.
• Own incidents through resolution with clear communication, thorough documentation, and adherence to SLAs.
• Identify recurring issues and contribute to root-cause analyses with Tier 3 teams.
• Prioritize high-priority clinical-impacting tickets and ensure proper triage and handling.
• Create and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.
• Document commonly escalated issues to reduce repeats and improve Tier 1 resolution rates.
• Review tickets for quality, completeness, and accuracy.
• Foster a customer-service mindset with a focus on supporting clinicians and front-office teams.
• Support user onboarding and offboarding, including account provisioning, device setup, and access changes.
• Uphold access control, least-privilege principles, and HIPAA-aware security standards.
• Assist with IT projects such as PMS deployments, phone system rollouts, and clinic openings from a support-readiness perspective.
• Other duties as assigned.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of IT support experience, including at least 2 years in a Tier 2 or senior service desk role.
• Prior experience supporting multi-site or healthcare organizations is 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 and device management).
• Working knowledge of networking fundamentals (DHCP, DNS, Wi-Fi, VPN).
• Familiarity with healthcare or dental practice environments is strongly preferred.
• Familiarity with ITIL processes (incident, problem, change) and structured UAT/release management.
• Experience with imaging systems and PMS systems including Denticon, Cloud 9, and DSN Cloud is strongly preferred.
• Detail-oriented and comfortable working in a fast-paced office environment.
• Excellent oral communication and strong interpersonal skills, especially with non-technical users.
• Ability to work independently while collaborating with a distributed IT team.
• Desire to learn new skills and function as a team player.
• Ability to act with integrity, professionalism, and confidentiality.

Technologies

• Windows endpoints
• macOS endpoints
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Practice Management Systems: Denticon, Cloud 9, DSN Cloud
• Imaging systems and clinical workstations
• Active Directory / Entra ID
• Networking: DHCP, DNS, Wi-Fi, VPN
• Phone systems and VoIP