Senior Service Desk Analyst

Job Summary:

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.

About Us:

Specialized Dental Partners, a private equity backed firm in 36 States, is the exclusive management services group for endodontists, periodontists, and other specialized dentists. We partner with top tier specialized dentists throughout the United States to collaborate and grow their practices so they can pursue clinical excellence without getting mired in the administrative side of the business – and without relinquishing clinical autonomy.

Specialized Dental Partners provides comprehensive operational, marketing, and administrative support services, reinvests resources, and applies best practices and innovative technologies to improve clinical and financial performance – resulting in steadier, more profitable growth for all. The result is that our partners are able to do more of what they love while securing their professional futures.

Key Responsibilities:

• Issue Confirmation and Resolution:
• 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.
• On-Site Support:
• Candidate will provide on-site support while working with remote engineering & architectural team.
• Active participant in an office environment, keeping up with office community and helping bring potential IT opportunities to light proactively.
• Acts as an extension of our significant remote support team to provide a positive experience to our enterprise office employees.
• Ticket Management:
• 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.
• Customer Communication:
• 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.
• Documentation and Reporting:
• 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.
• Collaboration:
• 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.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience (minimum 8 years without degree).
• 5+ yearsof 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 of30–50 tickets per weekwhile 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 ofrouters, switches, desktops, laptops, and peripherals.

Preferred Qualifications:

• 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., Power Shell, 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 ofcomplex technical issues with a first-contact resolution rate of 70% or higher.
• Strong communication and…