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ob Title: Senior Service Desk Technician
Reports to: IT Operations Manager
Location: 4 days onsite – Brentwood TN
Job Summary
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 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 secondary Home Support Office (HSO) in Nashville, TN.
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.
Supervisory Responsibilities
- This position has no direct supervisory responsibility.
Essential Functions
- 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, OneDrive, 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 offboarding 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
Required Skills/Abilities
- Strong experience supporting Windows-based endpoints and Microsoft 365 environments.
- Solid understanding of Active Directory / Entra ID (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 act with integrity, professionalism, and confidentiality
Education and Experience
- 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
- Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications are a plus
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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.