Service Desk Analyst - Level 1

Specialized Dental Partners•Franklin, TN

2d•$55,000 - $65,000•Onsite

About The Position

We are seeking a proactive and client-focused Level 1 Service Desk Teammate 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 tickets efficiently and professionally. This position requires strong communication skills, attention to detail, and a commitment to excellent customer service. The position will be onsite in our Franklin, TN office location. About Specialized Dental Partners Specialized Dental Partners is one of the nation’s leading dental support organizations for Endodontic, Periodontic, and Oral Surgery practices. With more than 250 practice locations and over 430 doctors across the United States, Specialized Dental Partners empowers specialists to focus on exceptional patient care while the organization delivers tailored business, operational, and strategic support.

Requirements

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).

Nice To Haves

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

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.