Sr. Desktop Technician

Senior Desktop Technician

Specialized Dental Partners is one of the nation's leading dental support organizations for Endodontic, Periodontic, and Oral Surgery practices. With more than 250 practice locations and over 430 doctors across the United States, Specialized Dental Partners empowers specialists to focus on exceptional patient care while the organization delivers tailored business, operational, and strategic support.

The Senior Desktop Technician is an onsite, senior technical role based at the Cool Springs office, providing hands-on support to Support Services teammates and acting as an extension of Specialized Dental Partners' remote engineering and architecture team. Beyond front-line troubleshooting, this role owns endpoint deployment, provisioning, and workstation policy implementation at scale using Microsoft Intune, Windows Autopilot, Group Policy, and Azure AD / Entra policy. This role also supports device baselines, vendor pre-ship readiness, and repeatable workstation standards while serving as the senior on-site resource that bridges the service desk and engineering. Travel is required to lead and support large workstation deployment projects across office and practice locations.

Responsibilities

• Deployments at scale: Plan and execute enterprise endpoint and desktop deployments, managing workstation builds and refreshes across multiple sites.
• Automated deployment methods: Provision and manage devices using Microsoft Intune, Windows Autopilot, and comparable endpoint management tooling, with significant hands-on experience in these platforms.
• Policy implementation: Apply and support endpoint and workstation policies through Group Policy and Azure AD / Entra policy, ensuring standards are deployed consistently at scale.
• Baseline creation: Design and maintain device baselines and, where applicable, golden image or baseline-creation processes to ensure consistent, secure, and repeatable workstation builds.
• Vendor pre-ship readiness: Work with hardware vendors and internal teams to establish pre-ship baselines so computers can arrive closer to production-ready state.
• On-site deployment leadership: Travel to office and practice locations to lead or support large workstation deployment jobs.

Issue Confirmation and Resolution

• Serve as the senior on-site point of contact for the Cool Springs office and Support Services teammates — confirming, assessing, and documenting the details of reported technical issues.
• Troubleshoot and resolve Level 1, Level 2, and Level 3 technical issues related to hardware, software, networks, endpoint policies, and other IT systems.
• Own and refine the escalation framework, determining what is resolved on site versus routed to engineering.

On-Site Support

• Provide hands-on, in-office support at Cool Springs while collaborating with the remote engineering and architecture team.
• Use strong physical, hands-on hardware experience to troubleshoot laptops, desktops, peripherals, docking stations, and other workstation equipment that cannot always be fully assessed remotely.
• Be an active participant in the office community — keeping up with the office and proactively surfacing IT opportunities and risks.
• Act 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 tickets, ensuring timely resolution and adherence to service-level agreements (SLAs).
• Serve as an escalation point for Level 1 and Level 2 analysts, and escalate complex issues to engineering as necessary.
• Create automations within the ticketing system to provide leverage in ticket-flow handling.

Customer Communication

• Communicate effectively with practice staff and office teammates, providing regular documented updates on ticket and project status and next steps.
• Deliver user-friendly instructions to resolve recurring issues or assist with IT processes.
• Convey ticket and deployment flows via documented communications during hand-offs and transitions.

Documentation and Reporting

• Accurately document troubleshooting steps, resolutions, deployment runbooks, policy standards, device baselines, and knowledge base articles to improve team efficiency.
• Identify and report trends or recurring issues to help drive long-term solutions.

Collaboration & Mentorship

• Work closely with service desk, engineering, and architecture teammates to ensure alignment on processes and goals.
• Provide feedback to improve service desk workflows, and mentor Level 1 and Level 2 analysts by sharing deployment, policy, and troubleshooting best practices.
• Actively assist in evolving the Specialized Dental Partners service desk and endpoint platform.

Qualifications

Requirements :

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience (minimum 8 years without a degree).
• 5+ years of experience in IT support, systems administration, desktop support, or a related role — including 4+ years of hands-on endpoint or desktop deployment experience — with a proven track record of resolving 90%+ of assigned Level 1 and Level 2 tickets independently.
• Significant hands-on experience executing endpoint deployments at scale using Microsoft Intune, Windows Autopilot, or comparable endpoint management tools.
• Experience applying workstation policies and standards through Group Policy and Azure AD / Entra policy in support of endpoint or desktop environments.
• Hands-on experience designing device baselines and baseline-creation processes for consistent workstation builds; experience with golden image concepts is helpful where applicable.
• 3+ years of experience with Microsoft 365 administration, including user provisioning, mailbox and license management, and Teams/SharePoint support, for organizations with 200+ users.
• 4+ years of hands-on experience with workstation hardware, including installation, maintenance, and troubleshooting of desktops, laptops, docking stations, printers, scanners, and peripherals.
• Ability and willingness to travel as required to support large workstation deployment projects.
• Based in or able to reliably commute to the Cool Springs office; this is an in-office role.

Preferred Qualifications :

• Certifications such as CompTIA A+, Network+, Microsoft 365, Azure, or Endpoint Administrator / MD-102 are preferred but optional; practical hands-on experience is prioritized over certification volume.
• Experience with endpoint management platforms (Intune / Microsoft Endpoint Manager, Autopilot, SCCM / MECM) and image, packaging, or provisioning tools (e.g., task sequences, MSI/MSIX).
• Experience working with vendors to define or validate pre-ship workstation baselines.
• Experience with firewall, switch, and wireless access point troubleshooting or support in multi-site environments.
• Experience with ticketing systems and ITIL processes.
• Strong understanding of operating systems (Windows, macOS, or Linux) and system administration tools, with experience supporting at least 250+ end-user devices.
• Knowledge of scripting or automation tools (e.g., PowerShell, Python) for deployment and provisioning automation.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPNs, with hands-on experience troubleshooting network connectivity issues across multi-site environments.
• Basic knowledge of cybersecurity principles and practices.
• Excellent troubleshooting and problem-solving skills, demonstrated through resolution of complex technical issues with a first-contact resolution rate of 70% or higher.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users and maintain a CSAT rating of 4.5/5 or higher.

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 $90,000 to $100,000 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,