Specialized Dental Partners · 4 hours ago
Service Desk Analyst - Level 1
United States
Full-time
Remote
Entry Level
$55K/yr - $65K/yr
2+ years expSpecialized Dental Partners is one of the nation’s leading dental support organizations for Endodontic, Periodontic, and Oral Surgery practices. They are seeking a proactive and client-focused Level 1 Service Desk Teammate to join their IT team, acting as the first point of contact for practices experiencing technical issues and ensuring smooth operations by addressing Level 1 tickets efficiently and professionally.
Management Consulting
Responsibilities
Act as the first point of contact for practices, documenting details of reported issues
Troubleshoot and resolve Level 1 technical issues related to hardware, software, Microsoft 365, and basic networking
Escalate more complex issues to senior analysts or engineers when needed
Monitor and manage assigned tickets in the service desk system
Ensure timely resolution of issues and adherence to service-level agreements (SLAs)
Accurately record troubleshooting steps and resolutions for future reference
Communicate clearly and effectively with practice staff, providing user-friendly instructions and updates
Deliver a positive customer experience while maintaining professionalism and empathy
Contribute to internal knowledge base articles
Flag recurring issues or patterns to help the team improve long-term solutions
Partner with other IT team members to ensure smooth hand-offs
Provide feedback to improve processes and enhance the service desk experience
Qualification
Required
2+ years of experience in IT support, help desk, or technical customer service (healthcare or multi-site experience a plus)
2+ years of troubleshooting experience with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
2+ years working knowledge of Windows operating systems and common hardware (PCs, printers, peripherals)
2+ years of experience troubleshooting common connectivity issues (Wi-Fi, VPN, password resets)
Preferred
CompTIA A+ or other entry-level IT certification
Exposure to ITIL practices
Experience supporting 100+ end users in a service desk or call center environment
Customer service background with a focus on achieving high satisfaction scores
High attention to detail, organization, and follow-through
Familiarity with ticketing systems and ability to manage multiple tickets simultaneously
Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
Experience working in a healthcare environment, dental highly preferred
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.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Quad-C Management
2021-11-09Private Equity
Leadership Team
Scotte Hudsmith
Chairman and CEO
S Ryan Facer
Co-Founder
Recent News
2023-08-31
Company data provided by crunchbase