Senior Service Desk Analyst

Overview

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.

Responsibilities

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.

Qualifications

Required Qualifications :

Preferred Qualifications :

Specialized Dental Partners, its affiliates, related companies and independently owned supported clinical practices are proud to be Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

The salary range for this role is $60,000 - $80,000 per year. At Specialized Dental Partners, its affiliates, related companies and independently owned supported clinical practices, we are committed to ensuring fair and equitable pay for all employees. We adhere to all applicable federal, state, and local laws regarding pay equity and non-discrimination. Our compensation practices are designed to ensure that employees are paid fairly based on their role, experience, performance, and contributions to the company, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We regularly review our compensation practices and conduct pay equity audits to identify and address any disparities. By fostering a culture of transparency and fairness, we aim to create an inclusive workplace where all employees feel valued and respected