Desktop Support Specialist

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