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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.

Job Summary:  The Senior Desktop Technician is an onsite, senior technical role based at the Cool Springs office, providing hands-on support to Support Services teammates and acting as an extension of Specialized Dental Partners' remote engineering and architecture team. Beyond front-line troubleshooting, this role owns endpoint deployment, provisioning, and workstation policy implementation at scale using Microsoft Intune, Windows Autopilot, Group Policy, and Azure AD / Entra policy. This role also supports device baselines, vendor pre-ship readiness, and repeatable workstation standards while serving as the senior on-site resource that bridges the service desk and engineering. Travel is required to lead and support large workstation deployment projects across office and practice locations.

Responsibilities:   

Endpoint Deployment & Provisioning 

• Deployments at scale: Plan and execute enterprise endpoint and desktop deployments, managing workstation builds and refreshes across multiple sites. 

• Automated deployment methods: Provision and manage devices using Microsoft Intune, Windows Autopilot, and comparable endpoint management tooling, with significant hands-on experience in these platforms. 

• Policy implementation: Apply and support endpoint and workstation policies through Group Policy and Azure AD / Entra policy, ensuring standards are deployed consistently at scale. 

• Baseline creation: Design and maintain device baselines and, where applicable, golden image or baseline-creation processes to ensure consistent, secure, and repeatable workstation builds. 

• Vendor pre-ship readiness: Work with hardware vendors and internal teams to establish pre-ship baselines so computers can arrive closer to production-ready state. 

• On-site deployment leadership: Travel to office and practice locations to lead or support large workstation deployment jobs. 

Issue Confirmation and Resolution 

• Serve as the senior on-site point of contact for the Cool Springs office and Support Services teammates — confirming, assessing, and documenting the details of reported technical issues. 

• Troubleshoot and resolve Level 1, Level 2, and Level 3 technical issues related to hardware, software, networks, endpoint policies, and other IT systems. 

• Own and refine the escalation framework, determining what is resolved on site versus routed to engineering. 

On-Site Support 

• Provide hands-on, in-office support at Cool Springs while collaborating with the remote engineering and architecture team. 

• Use strong physical, hands-on hardware experience to troubleshoot laptops, desktops, peripherals, docking stations, and other workstation equipment that cannot always be fully assessed remotely. 

• Be an active participant in the office community — keeping up with the office and proactively surfacing IT opportunities and risks. 

• Act as an extension of our significant remote support team to provide a positive experience to our enterprise office employees. 

Ticket Management 

• Work with the service desk team to monitor, prioritize, and manage tickets, ensuring timely resolution and adherence to service-level agreements (SLAs). 

• Serve as an escalation point for Level 1 and Level 2 analysts, and escalate complex issues to engineering as necessary. 

• Create automations within the ticketing system to provide leverage in ticket-flow handling. 

Customer Communication 

• Communicate effectively with practice staff and office teammates, providing regular documented updates on ticket and project status and next steps. 

• Deliver user-friendly instructions to resolve recurring issues or assist with IT processes. 

• Convey ticket and deployment flows via documented communications during hand-offs and transitions. 

Documentation and Reporting 

• Accurately document troubleshooting steps, resolutions, deployment runbooks, policy standards, device baselines, and knowledge base articles to improve team efficiency. 

• Identify and report trends or recurring issues to help drive long-term solutions. 

Collaboration & Mentorship