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