JOB SUMMARY:
We are seeking a proactive and client-focused Senior Service Desk Analyst to join our IT team. As the first point of contact for practices experiencing technical issues, you will play a key role in ensuring smooth operations by addressing Level 1 and Level 2 tickets efficiently. This position requires strong communication skills, technical expertise, and a commitment to excellent service.
High growth opportunity, with regular exposure to engineering tasks while assisting with physical office.
ABOUT US:
Specialized Dental Partners, a private equity backed firm in 36 States, is the exclusive management services group for endodontists, periodontists, and other specialized dentists. We partner with top tier specialized dentists throughout the United States to collaborate and grow their practices so they can pursue clinical excellence without getting mired in the administrative side of the business – and without relinquishing clinical autonomy. Specialized Dental Partners provides comprehensive operational, marketing, and administrative support services, reinvests resources, and applies best practices and innovative technologies to improve clinical and financial performance – resulting in steadier, more profitable growth for all. The result is that our partners are able to do more of what they love while securing their professional futures.
Responsibilities:
REQUIRED QUALIFICATIONS:
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience (minimum 8 years without degree).
- 5+ years of experience in IT support, systems administration, or a related role, with a proven track record of resolving 90%+ of assigned Level 1 and Level 2 tickets independently.
- Demonstrated ability to handle a workload of 30–50 tickets per week while maintaining SLA compliance.
- 3+ years experience with Microsoft 365 administration, including user provisioning, mailbox and license management, and Teams/SharePoint support, for organizations with 200+ users.
- 4 years hands-on experience with hardware and network equipment, including installation, maintenance, and configuration of routers, switches, desktops, laptops, and peripherals.
PREFERRED QUALIFICATIONS:
- Certifications such as CompTIA A+, Network+, or Microsoft certifications (e.g., Azure, Microsoft 365) are a plus.
- Experience with ticketing systems and ITIL processes.
- Strong understanding of operating systems (Windows, macOS, or Linux) and system administration tools, with experience supporting at least 250+ end-user devices.
- Knowledge of scripting or automation tools (e.g., PowerShell, Python).
- Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPNs, with hands-on experience troubleshooting network connectivity issues across multi-site environments.
- Basic knowledge of cybersecurity principles and practices
- Excellent troubleshooting and problem-solving skills, demonstrated through resolution of complex technical issues with a first-contact resolution rate of 70% or higher.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users and maintain a CSAT rating of 4.5/5 or higher.
Specialized Dental Partners, its affiliates, related companies and independently owned supported clinical practices are proud to be Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
The salary range for this role is $60,000 - $80,000 per year. At Specialized Dental Partners, its affiliates, related companies and independently owned supported clinical practices, we are committed to ensuring fair and equitable pay for all employees. We adhere to all applicable federal, state, and local laws regarding pay equity and non-discrimination. Our compensation practices are designed to ensure that employees are paid fairly based on their role, experience, performance, and contributions to the company, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We regularly review our compensation practices and conduct pay equity audits to identify and address any disparities. By fostering a culture of transparency and fairness, we aim to create an inclusive workplace where all employees feel valued and respected
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