Desktop Support Specialist

About Smile Partners USA:

Smile Partners USA (SPUSA) is a leading Dental Service Organization (DSO) dedicated to providing exceptional administrative support and resources to dental practices across the United States. With a network of 110+ offices, we are committed to delivering high-quality dental care while maintaining 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 diverse range of hardware, software, networking, and communication technologies both remotely and on-site across multiple locations. This role directly contributes to our mission of delivering exceptional patient care through reliable, high-performing technology.

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 day-to-day support aligns 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):

1. Proven experience troubleshooting Tier 1 and Tier 2 IT issues across hardware, software, and networks.
2. Strong knowledge of Active Directory, Microsoft 365, and network infrastructure components (servers, switches, firewalls, access points).
3. Experience supporting VoIP systems and device management tools (e.g., Intune, NinjaOne, ManageEngine, etc.)
4. Proficiency with remote support tools such as Zoho, BeyondTrust, or GoTo
5. Ability to prepare and deploy IT hardware and perform occasional rack installations.
6. Familiarity with HIPAA and PCI compliance requirements in IT environments.
7. Excellent customer service, communication, and collaboration skills.
8. Detail-oriented with a focus on process documentation and continuous improvement.
9. Comfortable working independently and as part of a team in a fast-paced environment.
10. Ability to regularly travel within the Michigan market  and occasional (up to 10%) out-of-state travel

Essential Qualifications:

Education: Associates or Bachelor’s degree in computer science, information systems, or other related field; or equivalent work experience/industry certifications.

Minimum Experience: Minimum two (2) years in Information Technology with working knowledge of basic to moderately complex hardware and software products, and problem-solving/troubleshooting skills.