Senior Service Desk Analyst

Specialized Dental Partners • Franklin, TN

3d • $60,000 - $80,000 • Remote

About The Position

Job Summary: Provide front-line (Level 1/Level 2) IT support for practice staff, serving as a primary point of contact to confirm, document, troubleshoot, and resolve hardware, software, network, and systems issues. Manage and prioritize service desk tickets to meet SLAs, communicate clear updates and guidance to users, and escalate complex issues within a developing escalation framework. Deliver on-site support in partnership with remote engineering/architecture teams while contributing to documentation, trend reporting, workflow improvements, and ongoing evolution of the service desk platform. This is a remote position with the work hours of 10am - 7pm central time.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• Issue Confirmation and Resolution:
• 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.
• On-Site Support:
• 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.
• Ticket Management:
• 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.
• Customer Communication:
• 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.
• Documentation and Reporting:
• 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.
• Collaboration:
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level