Sr. Desktop Technician

Specialized Dental Partners•Franklin, TN

3d•Onsite

About The Position

The Senior Desktop Technician is an onsite, senior technical role based at the Cool Springs office. The position provides hands-on support to Support Services teammates and acts as an extension of Specialized Dental Partners’ remote engineering and architecture team. The role owns endpoint deployment, provisioning, and workstation policy implementation at scale using Microsoft Intune, Windows Autopilot, Group Policy, and Azure AD / Entra policy. It also supports device baselines, vendor pre-ship readiness, and repeatable workstation standards, and serves as the senior on-site resource bridging the service desk and engineering. Travel is required to lead and support large workstation deployment projects across office and practice locations. Specialized Dental Partners is a doctor-led network of more than 275 specialty dental practices and 450+ doctors across multiple states. Its purpose, “We Care More,” guides its support for doctors, teammates, patients, and the communities it serves. The organization emphasizes clinical excellence, a people-first culture, mentorship, career development, clinical collaboration, and leadership opportunities. This in-office role is based at or requires reliable commuting to the Cool Springs office. The salary range is $90,000 to $100,000 per year. The company states that it is an Equal Opportunity Employer committed to diversity, inclusion, and fair and equitable pay.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience; a minimum of 8 years of experience is required without a degree.
At least 5 years of experience in IT support, systems administration, desktop support, or a related role.
At least 4 years of hands-on endpoint or desktop deployment experience.
A proven track record of independently resolving more than 90% of assigned Level 1 and Level 2 tickets.
Significant hands-on experience executing endpoint deployments at scale using Microsoft Intune, Windows Autopilot, or comparable endpoint management tools.
Experience applying workstation policies and standards through Group Policy and Azure AD / Entra policy in endpoint or desktop environments.
Hands-on experience designing device baselines and baseline-creation processes for consistent workstation builds.
At least 3 years of Microsoft 365 administration experience, including user provisioning, mailbox and license management, and Teams/SharePoint support for organizations with 200+ users.
At least 4 years of hands-on workstation hardware experience, including installation, maintenance, and troubleshooting of desktops, laptops, docking stations, printers, scanners, and peripherals.
Ability and willingness to travel as required for large workstation deployment projects.
Based in or able to reliably commute to the Cool Springs office.
Strong troubleshooting and problem-solving skills; preferred qualifications cite a first-contact resolution rate of 70% or higher.
Strong communication and interpersonal skills, including explaining technical concepts to non-technical users; preferred qualifications cite a CSAT rating of 4.5/5 or higher.

Nice To Haves

CompTIA A+, Network+, Microsoft 365, Azure, or Endpoint Administrator / MD-102 certifications; certifications are optional, and practical hands-on experience is prioritized.
Experience with endpoint management platforms such as Intune / Microsoft Endpoint Manager, Autopilot, and SCCM / MECM.
Experience with image, packaging, or provisioning tools such as task sequences and MSI/MSIX.
Experience working with vendors to define or validate pre-ship workstation baselines.
Experience supporting or troubleshooting firewalls, switches, and wireless access points in multi-site environments.
Experience with ticketing systems and ITIL processes.
Strong understanding of Windows, macOS, or Linux operating systems and system administration tools, including experience supporting at least 250 end-user devices.
Knowledge of scripting or automation tools such as PowerShell or Python for deployment and provisioning automation.
Familiarity with 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.
First-contact resolution rate of 70% or higher.
CSAT rating of 4.5/5 or higher.

Responsibilities

Plan and execute enterprise endpoint and desktop deployments, including workstation builds and refreshes across multiple sites.
Provision and manage devices using Microsoft Intune, Windows Autopilot, and comparable endpoint management tools.
Apply and support endpoint and workstation policies through Group Policy and Azure AD / Entra policy.
Design and maintain device baselines and, where applicable, golden image or baseline-creation processes for consistent, secure, repeatable workstation builds.
Coordinate with hardware vendors and internal teams to establish pre-ship baselines so computers arrive closer to production-ready state.
Travel to office and practice locations to lead or support large workstation deployment projects.
Serve as the senior on-site point of contact for the Cool Springs office and Support Services teammates by confirming, assessing, and documenting reported technical issues.
Troubleshoot and resolve Level 1, Level 2, and Level 3 issues involving hardware, software, networks, endpoint policies, and other IT systems.
Own and refine the escalation framework, determining which issues are resolved onsite and which are routed to engineering.
Provide hands-on in-office support at Cool Springs and collaborate with the remote engineering and architecture team.
Troubleshoot laptops, desktops, peripherals, docking stations, and other workstation equipment.
Participate in the office community and proactively surface IT opportunities and risks.
Work as an extension of the remote support team to provide a positive experience for enterprise office employees.
Work with the service desk to monitor, prioritize, and manage tickets, ensuring timely resolution and adherence to SLAs.
Serve as an escalation point for Level 1 and Level 2 analysts and escalate complex issues to engineering as needed.
Create automations within the ticketing system to improve ticket-flow handling.
Communicate with practice staff and office teammates, providing documented updates on ticket and project status and next steps.
Provide user-friendly instructions for recurring issues and IT processes.
Document ticket and deployment flows during handoffs and transitions.
Document troubleshooting steps, resolutions, deployment runbooks, policy standards, device baselines, and knowledge base articles.
Identify and report trends or recurring issues to help drive long-term solutions.
Collaborate with service desk, engineering, and architecture teammates to align on processes and goals.
Provide feedback to improve service desk workflows and mentor Level 1 and Level 2 analysts on deployment, policy, and troubleshooting best practices.
Help evolve the Specialized Dental Partners service desk and endpoint platform.