Service Desk Analyst - Level 1

Job Summary

We are seeking a proactive and client-focused Level 1 Service Desk Teammate to join our IT team. As the first point of contact for practices experiencing technical issues, you will play a key role in ensuring smooth operations by addressing Level 1 tickets efficiently and professionally. This position requires strong communication skills, attention to detail, and a commitment to excellent customer service. This remote position will have the hours of 7am - 4pm eastern time, Monday-Friday.

About Specialized Dental Partners

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.

Key Responsibilities

Issue Intake and Resolution

• Act as the first point of contact for practices, documenting details of reported issues.
• Troubleshoot and resolve Level 1 technical issues related to hardware, software, Microsoft 365, and basic networking.
• Escalate more complex issues to senior analysts or engineers when needed.

Ticket Management

• Monitor and manage assigned tickets in the service desk system.
• Ensure timely resolution of issues and adherence to service-level agreements (SLAs).
• Accurately record troubleshooting steps and resolutions for future reference.

Customer Communication

• Communicate clearly and effectively with practice staff, providing user-friendly instructions and updates.
• Deliver a positive customer experience while maintaining professionalism and empathy.

Documentation and Reporting

• Contribute to internal knowledge base articles.
• Flag recurring issues or patterns to help the team improve long-term solutions.

Collaboration

• Partner with other IT team members to ensure smooth hand-offs.
• Provide feedback to improve processes and enhance the service desk experience.

Required Qualifications

• 2+ years of experience in IT support, help desk, or technical customer service (healthcare or multi-site experience a plus).

• 2+ years of troubleshooting experience with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).

• 2+ years working knowledge of Windows operating systems and common hardware (PCs, printers, peripherals).

• 2+ years of experience troubleshooting common connectivity issues (Wi-Fi, VPN, password resets).

Preferred Skills

• CompTIA A+ or other entry-level IT certification.

• Exposure to ITIL practices.

• Experience supporting 100+ end users in a service desk or call center environment.

• Customer service background with a focus on achieving high satisfaction scores.

• High attention to detail, organization, and follow-through.

• Familiarity with ticketing systems and ability to manage multiple tickets simultaneously.

• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users

• Experience working in a healthcare environment, dental highly preferred

Work Environment

• Remote position with regular collaboration via Teams, email, and ticketing systems.

• Must have a reliable internet connection and dedicated workspace.

• Must be willing to work shifts of multiple time zones.

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 $55,000 - $65,000 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, performance, and contributions to the company, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We regularly review our compensation practices and conduct pay equity audits to identify and address any disparities. By fostering a culture of transparency and fairness, we aim to create an inclusive workplace where all employees feel valued and respected.