Senior Service Desk Technician

Founded in 2019, SALT Dental Partners supports specialty dental providers across the country, giving them the operational backing to focus on patient care.

This role is a Tier 1 to 3 escalation point within the IT Service Desk, providing advanced technical support to corporate users and field based dental practices. You'll resolve complex end user issues, mentor Tier 1 technicians, manage ticket discipline, and bridge frontline support with Tier 3 engineering. The role also includes on site technical support at the Home Support Office. It's critical to maintaining clinical and business continuity across a fast growing, multi brand DSO through timely, professional, patient conscious IT support.

Serve as escalation point for incidents and service requests from HSO and practice team members

Diagnose and resolve advanced issues with Windows and macOS endpoints

Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Troubleshoot printers, scanners, badge readers, and peripherals

Support phone and VoIP systems

Resolve network connectivity issues (LAN/Wi-Fi, ISP coordination, VPN)

Provide hands on and remote support for Practice Management Systems (Denticon, Cloud 9, DSN Cloud)

Coordinate with vendors on imaging systems and clinical workstation setups

Own incidents through resolution with clear communication and proper documentation

Ensure adherence to SLAs

Identify repeat issues and contribute to root cause analysis with Tier 3 teams

Triage high priority, clinical impacting tickets appropriately

Create and maintain knowledge base articles, troubleshooting guides, and SOPs

Document commonly escalated issues to improve Tier 1 resolution rates

Review tickets for quality, completeness, and accuracy

Promote a customer service mindset focused on supporting clinicians and front office teams

Support user onboarding and offboarding, including account provisioning, device setup, and access changes

Ensure adherence to access control, least privilege principles, and internal security standards (HIPAA aware)

Assist with IT projects such as PMS deployments, phone system rollouts, and clinic openings

Other duties as assigned

Bachelor's degree in Computer Science, Information Technology, or related field

5+ years of IT support experience, including 2+ years in a Tier 2 or senior service desk role

Strong experience supporting Windows based endpoints and Microsoft 365 environments

Solid understanding of Active Directory / Entra ID (user and device management)

Working knowledge of networking fundamentals (DHCP, DNS, Wi-Fi, VPN)

Detail oriented and comfortable in a fast paced office environment

Excellent oral communication and interpersonal skills, especially with non technical users

Comfortable working independently while collaborating with a distributed IT team

Ability to act with integrity, professionalism, and confidentiality

Experience supporting multi site or healthcare organizations

Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications

Familiarity with healthcare or dental practice environments

Familiarity with ITIL processes (incident, problem, change) and structured UAT/release management

Experience with imaging systems and PMS systems including Denticon, Cloud 9, and DSN Cloud