Senior Service Desk Analyst

Specialized Dental Partners • Franklin, TN

130d • $60,000 - $80,000

About The Position

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. The role will be onsite in our Franklin, TN office. High growth opportunity, with regular exposure to engineering tasks while assisting with physical office.

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

• 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.
• Provide on-site support while working with remote engineering & architectural team.
• Actively participate in an office environment, keeping up with office community and helping bring potential IT opportunities to light proactively.
• Act 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.

Benefits

• Salary range of $60,000 - $80,000 per year.
• Commitment to fair and equitable pay for all employees.
• Adherence to all applicable federal, state, and local laws regarding pay equity and non-discrimination.
• Regular review of compensation practices and conduct pay equity audits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree