Senior Service Desk Technician

Overview

Join SALT Dental Partners and be part of a dynamic team dedicated to revolutionizing the dental industry through innovative marketing strategies and exceptional patient experiences. Since our doors opened in 2019, our mission has been to help specialty dental providers grow their practices. SALT is creating a vast network of like-minded dental specialists throughout the country. At SALT, we provide comprehensive support services, allowing dental specialists to focus on delivering exceptional care.

The Senior Service Desk Technician serves as a Tier 1-3 escalation point within the IT Service Desk organization, providing advanced technical support to corporate users and field-based dental practices. This role focuses on resolving complex end‑user issues, mentoring Tier 1 technicians, ensuring disciplined ticket management, and acting as a bridge between frontline support and Tier 3 engineering teams. This position will also act as on‑site technical support at the Home Support Office (HSO) in Phoenix, AZ.

This position is critical to maintaining clinical and business continuity across a fast‑growing, multi‑brand Dental Support Organization by delivering timely, professional, and patient‑conscious IT support.

• Serve as an escalation point for incidents and service requests from HSO and practice team members.
• Diagnose and resolve advanced issues related to:
  • Windows and macOS endpoints.
  • Microsoft 365 (Outlook, Teams, One Drive, SharePoint).
  • Printers, scanners, badge readers, and peripheral devices.
  • Phone and VoIP systems.
  • Network connectivity (LAN/Wi‑Fi, ISP coordination, VPN)
• Provide hands‑on and remote support for dental practice technology including:
  • Practice Management Systems (Denticon, Cloud 9, DSN Cloud).
  • Imaging systems and clinical workstation setups (vendor coordination as needed).
• Own incidents through resolution, ensuring clear communication, proper documentation, and adherence to SLAs.
• Identify repeat issues and contribute to root‑cause analysis with Tier 3 teams.
• Ensure high‑priority clinical‑impacting tickets are triaged and worked appropriately.
• Create and maintain knowledge‑base articles, troubleshooting guides, and standard operating procedures.
• Document commonly escalated issues to reduce repeat tickets and improve Tier 1 resolution rates.
• Review tickets for quality, completeness, and accuracy.
• Promote a strong customer‑service mindset with a focus on supporting clinicians and front‑office teams.
• Support user onboarding and off‑boarding processes 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‑related projects such as PMS deployments, phone system rollouts, and clinic openings from a support‑readiness perspective.
• Other duties and tasks as assigned.

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 5+ years of IT support experience, with at least 2 years in a Tier 2 or senior service desk role.
• Prior experience supporting multi‑site or healthcare organizations preferred.
• Strong experience supporting Windows‑based endpoints and Microsoft 365 environments.
• Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications are a plus.
• Solid understanding of Active Directory / Entra  (user & device management).
• Experience with service desk ticketing systems and ITIL‑aligned processes.
• Working knowledge of networking fundamentals (DHCP, DNS, Wi‑Fi, VPN).
• Familiarity with healthcare or dental practice environments strongly preferred.
• Familiarity with ITIL processes (incident, problem, change) and structured UAT/release management.
• Experience working with imaging systems and PMS systems including Denticon, Cloud 9, and DSN Cloud strongly preferred.
• Detail orientated and comfortable working a fast‑paced office environment.
• Excellent oral communication and strong interpersonal skills, especially with non‑technical users.
• Comfortable working independently while collaborating closely with a distributed IT team.
• Desire and ability to learn new skills and be a team player.
• Ability to…