Desktop Support Specialist II

About Smile Partners USA:

Smile Partners USA (SPUSA) is a leading Dental Service Organization (DSO) dedicated to providing exceptional administrative support and resources to dental practices across the United States. With a network of 110 offices, we are committed to delivering high-quality dental care while maintaining operational efficiency and financial sustainability.

Role Summary:

The Desktop Support Specialist II (Tier 2) serves as a senior technical resource within the IT Support organization, responsible for resolving complex technical issues, owning escalations, and ensuring consistent, high-quality support across our practices.

This role goes beyond frontline troubleshooting — Tier 2 acts as a problem solver, mentor, and stabilizing force for the team. You will handle advanced desktop, application, identity, and network-related issues, partner closely with Tier 1 and infrastructure teams, and help reduce repeat incidents through documentation, root cause analysis, and process improvement.

This role directly supports our mission by ensuring technology is reliable, predictable, and does not distract care teams from delivering exceptional patient care.

Key Responsibilities:

• Serve as the primary escalation point for Tier 1 support, resolving complex or recurring technical issues
• Diagnose and resolve advanced issues involving operating systems, applications, identity systems, networking, and peripherals
• Own incidents through resolution, including coordination with vendors, ISPs, and internal IT teams
• Support and administer core systems including practice management, imaging, Active Directory/Entra ID, Microsoft 365, endpoint management, VoIP, and network infrastructure
• Perform advanced troubleshooting related to user authentication, permissions, group policy, device compliance, and performance issues
• Lead on-site support efforts for escalations, outages, and office technology issues when remote resolution is insufficient
• Identify root causes of recurring issues and recommend permanent fixes to reduce repeat incidents
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures
• Mentor Tier 1 staff by providing guidance, technical coaching, and escalation feedback
• Ensure support activities comply with HIPAA and PCI requirements
• Participate in IT projects such as office openings, M&A integrations, system upgrades, and hardware refreshes
• Contribute to continuous improvement of support processes, tooling, and service quality

Position Requirements (Abilities & Skills):

1. Demonstrated experience resolving Tier 2 / advanced IT support issues across endpoints, applications, identity, and networks.
2. Strong working knowledge of Active Directory, Entra ID, Microsoft 365 administration, and endpoint management tools.
3. Solid understanding of networking fundamentals including DNS, DHCP, VLANs, VPNs, firewalls, switches, and access points.
4. Experience supporting VoIP systems and collaborating with telecom providers.
5. Proficiency with RMM, MDM, and remote support tools (e.g., Intune, NinjaOne, ManageEngine, BeyondTrust, GoTo, Zoho).
6. Ability to perform root cause analysis and document long-term corrective actions.
7. Comfortable working independently on escalations and making sound technical decisions.
8. Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
9. High attention to detail with a mindset focused on prevention, standardization, and reliability.
10. Willingness to travel regularly to offices and occasionally (up to 10%) out-of-state.

Essential Qualifications:

Education: Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field; or equivalent professional experience and/or industry certifications.

Minimum Experience: Minimum 3–5 years of progressive IT support experience, including demonstrated success handling Tier 2 issues, escalations, and complex troubleshooting in a multi-site environment.