Service Desk Technician

Sage Dental is seeking a Service Desk Technician to provide first-line IT support for our multi-location dental practices across the Southeastern U.S. In this role, you will respond to tickets, calls, and emails from clinical and administrative staff, troubleshooting issues involving workstations, printers, dental practice software, and basic networking. You will document and resolve incidents, escalate complex problems, and help maintain secure, reliable systems that keep patient care running smoothly. This position offers exposure to modern technology, a collaborative, patient-centered culture, and clear opportunities for growth and continued learning within a stable, expanding organization.

Responsibilities

• Provide first-level technical support for Sage Dental staff via phone, email, and ticketing system
• Troubleshoot and resolve issues with workstations, printers, dental software, and network connectivity
• Log, prioritize, and track incidents and service requests to timely resolution
• Escalate complex issues to senior IT staff following defined procedures and SLAs
• Install, configure, and update hardware, operating systems, and approved applications
• Support user account management, permissions, and password resets in core systems
• Educate end users on basic troubleshooting, security best practices, and system use
• Collaborate with clinical and administrative teams to minimize downtime and service disruption
• Document solutions, procedures, and known issues in the IT knowledge base
• Participate in on-call coverage and occasional after-hours maintenance as needed

Required Skills

• Windows desktop administration
• Basic networking and TCP/IP troubleshooting
• Ticketing and IT service management tools
• Hardware installation and configuration
• Microsoft 365 administration and support
• Remote support tools (RDP, VPN, remote access suites)
• Printer and peripheral troubleshooting
• Active Directory user and permissions management
• Endpoint security and anti-virus tools
• Customer service and communication skills