What are the responsibilities and job description for the Desktop Support Specialist position at Smile Jobs?
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 plays a critical role on the frontline, delivering compassionate, timely, and expert support to ensure our colleagues can operate efficiently and provide exceptional patient care. This role supports a diverse range of hardware, software, networking, and communication technologies both remotely and on-site across multiple locations. This role directly contributes to our mission of delivering exceptional patient care through reliable, high-performing technology.
Key Responsibilities:
- Provide rapid, accurate IT support remotely and on-site, resolving hardware, software, and connectivity issues
- Manage and prioritize support tickets using our ticketing system, meeting defined service level agreements (SLAs)
- Support and maintain core systems, including practice management, imaging, Active Directory/Entra ID, Microsoft 365, network infrastructure, VoIP, and internet service
- Deploy, image, and configure computers, phones, and related IT or dental hardware
- Document troubleshooting procedures and contribute to process improvements
- Ensure day-to-day support aligns with HIPAA and PCI compliance standards
- Collaborate with IT staff and other departments to develop innovative solutions and improve IT services
Position Requirements (Abilities & Skills):
- Proven experience troubleshooting Tier 1 and Tier 2 IT issues across hardware, software, and networks.
- Strong knowledge of Active Directory, Microsoft 365, and network infrastructure components (servers, switches, firewalls, access points).
- Experience supporting VoIP systems and device management tools (e.g., Intune, NinjaOne, ManageEngine, etc.)
- Proficiency with remote support tools such as Zoho, BeyondTrust, or GoTo
- Ability to prepare and deploy IT hardware and perform occasional rack installations.
- Familiarity with HIPAA and PCI compliance requirements in IT environments.
- Excellent customer service, communication, and collaboration skills.
- Detail-oriented with a focus on process documentation and continuous improvement.
- Comfortable working independently and as part of a team in a fast-paced environment.
- Ability to regularly travel within the Michigan market and occasional (up to 10%) out-of-state travel
Essential Qualifications:
Education: Associates or Bachelors degree in computer science, information systems, or other related field; or equivalent work experience/industry certifications.
Minimum Experience: Minimum two (2) years in Information Technology with working knowledge of basic to moderately complex hardware and software products, and problem-solving/troubleshooting skills.