Senior Service Desk Technician

Senior Service Desk Technician

About SALT Dental Partners

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

Position Summary

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.

Key Responsibilities

Technical 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)

Practice Technology Support

• 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

Ticket & Knowledge Management

• 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

Customer Service & Operations

• 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

Requirements

Required

• 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

Preferred

• 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

Benefits

• Health care plan (medical, dental, vision)
• Retirement plan (401k with company match, IRA)
• Life insurance (basic, voluntary, AD&D)
• Paid time off (vacation, sick, public holidays)