Desktop Support Specialist

Career Opportunities with Smile Partners USA Careers At Smile Partners USA Current job opportunities are posted here as they become available. Desktop Support Specialist Location: Jeff Davis Dental and Orthodontics - Fayetteville, GA Department: Information Technology Reports To: IT Customer Service Manager Type: Full-Time | Non-Exempt About Smile Partners USA (SPUSA) Smile Partners USA (SPUSA) is a leading Dental Service Organization (DSO) dedicated to providing exceptional administrative support and resources to dental practices nationwide. With a network of 110+ offices, we are committed to delivering high-quality dental care while ensuring 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 wide range of hardware, software, networking, and communication technologies both remotely and on-site across multiple locations. 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 all support activities align 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 documentation and continuous improvement Ability to work independently and as part of a team in a fast-paced environment Willingness to regularly travel within the Georgia market and occasional (up to 10%) out-of-state travel Schedule Full-time, 40 hours per week, with overtime as needed Primary hours: Monday - Friday, 8:00 AM - 8:00 PM, with occasional weekends Onsite role at Jeff Davis Dental and Orthodontics, with travel to surrounding Georgia offices Essential Qualifications Education: Associate’s or Bachelor’s degree in computer science, information systems, or a related field; or equivalent work experience/industry certifications Experience: Minimum two (2) years in Information Technology with demonstrated troubleshooting and problem-solving skills across hardware and software #J-18808-Ljbffr Smile Partners USA