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Specialized Dental Partners · 4 months ago

Senior Service Desk Analyst

Franklin, TN

Full-time

Onsite

Mid, Senior Level

$60K/yr - $80K/yr

5+ years exp

Specialized Dental Partners is a company committed to providing quality support to its practices. They are seeking a Senior Service Desk Analyst to serve as a primary point of contact for technical issues, provide on-site support, and ensure timely resolution of service desk tickets.

Management Consulting

Responsibilities

Serve as a primary point of contact for practices, confirming, assessing, and documenting the details of reported technical issues

Troubleshoot and resolve Level 1 and Level 2 technical issues related to hardware, software, networks, and other IT systems

Work within a developing escalation framework

Candidate will provide on-site support while working with remote engineering & architectural team

Active participant in an office environment, keeping up with office community and helping bring potential IT opportunities to light proactively

Acts as an extension of our significant remote support team to provide a positive experience to our enterprise office employees

Work with the service desk team to monitor, prioritize, and manage service desk tickets in the system, ensuring timely resolution and adherence to service-level agreements (SLAs)

Escalate unresolved or complex issues to higher-level support teams as necessary

Create automations within the ticketing system to provide leverage in ticket flow handling

Communicate effectively with practice staff, providing regular documented updates on ticket status and next steps

Deliver user-friendly instructions to resolve recurring issues or assist with IT processes

Convey ticket flows via documented communications during hand-offs and transitions

Accurately document troubleshooting steps, resolutions, and knowledge base articles to improve team efficiency

Identify and report trends or recurring issues to help drive long-term solutions

Work closely with other IT team members to ensure alignment on processes and goals

Provide feedback to improve service desk workflows and processes

Actively assist in evolving the Specialized Dental Partners service desk platform

Qualification

Microsoft 365 administrationIT support experienceHardwareNetwork equipmentTicketing systems experienceOperating systems knowledgeScriptingAutomation toolsCybersecurity principles knowledgeTroubleshooting skillsCommunication skills

Required

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

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

Company

Specialized Dental Partners

We build brighter futures for dental practices by strengthening and streamlining operations, so specialists and their teams can focus on delivering what they do best—superior patient care.

Founded in 2018

Irving, Texas, USA

1001-5000 employees