Senior Service Desk Technician

Senior Service Desk Technician role providing advanced support, escalation coverage, and hands-on troubleshooting for corporate users and dental practice teams.

Responsibilities

• Act as an escalation point for incidents and service requests coming from HSO and practice team members
• Diagnose and resolve advanced endpoint issues across Windows and macOS
• Diagnose and resolve advanced issues in Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint
• Diagnose and resolve advanced issues involving printers, scanners, badge readers, and other peripheral devices
• Diagnose and resolve advanced issues related to phone and VoIP systems
• Diagnose and resolve network connectivity issues across LAN/Wi-Fi, with coordination involving ISP and VPN
• Provide hands-on and remote technical support for dental practice technology, including Practice Management Systems (Denticon, Cloud 9, DSN Cloud)
• Support imaging systems and clinical workstation setups, coordinating with vendors when needed
• Own incidents through resolution with clear communication, proper documentation, and SLA adherence
• Identify repeat issues and contribute to root cause analysis with Tier 3 engineering teams
• Ensure high-priority, clinically 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
• Maintain a strong customer-service mindset focused on clinicians and front-office teams
• Support onboarding and offboarding activities such as account provisioning, device setup, and access changes
• Ensure compliance with access control, least-privilege principles, and internal security standards with HIPAA-aware practices
• Assist with support-readiness for IT projects including PMS deployments, phone system rollouts, and clinic openings
• Perform other duties and tasks as assigned

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or 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 preferred
• Strong experience supporting Windows 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)
• Experience using 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 with imaging systems and PMS systems including Denticon, Cloud 9, and DSN Cloud strongly preferred
• Detail-oriented approach with comfort working in a fast-paced office environment
• Excellent oral communication and strong interpersonal skills with non-technical users
• Comfort working independently while collaborating with a distributed IT team
• Ability and desire to learn new skills; team-focused mindset
• Ability to act with integrity, professionalism, and confidentiality
• Ability to lift and carry up to 25 pounds or more as required

Technologies

• Windows, macOS
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory, Entra ID
• DHCP, DNS, Wi-Fi, VPN
• VoIP
• Denticon, Cloud 9, DSN Cloud
• ITIL, UAT

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)

Location: Franklin, TN (onsite)