Founded in 2019, SALT Dental Partners supports specialty dental providers across the country, giving them the operational backing to focus on patient care.
This role is a Tier 1 to 3 escalation point within the IT Service Desk, providing advanced technical support to corporate users and field based dental practices. You'll resolve complex end user issues, mentor Tier 1 technicians, manage ticket discipline, and bridge frontline support with Tier 3 engineering. The role also includes on site technical support at the Home Support Office. It's critical to maintaining clinical and business continuity across a fast growing, multi brand DSO through timely, professional, patient conscious IT support.
Technical Support
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Serve as escalation point for incidents and service requests from HSO and practice team members
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Diagnose and resolve advanced issues with Windows and macOS endpoints
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Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
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Troubleshoot printers, scanners, badge readers, and peripherals
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Support phone and VoIP systems
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Resolve network connectivity issues (LAN/Wi-Fi, ISP coordination, VPN)
Practice Technology Support
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Provide hands on and remote support for Practice Management Systems (Denticon, Cloud 9, DSN Cloud)
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Coordinate with vendors on imaging systems and clinical workstation setups
Ticket & Knowledge Management
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Own incidents through resolution with clear communication and proper documentation
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Ensure adherence to SLAs
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Identify repeat issues and contribute to root cause analysis with Tier 3 teams
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Triage high priority, clinical impacting tickets appropriately
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Create and maintain knowledge base articles, troubleshooting guides, and SOPs
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Document commonly escalated issues to improve Tier 1 resolution rates
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Review tickets for quality, completeness, and accuracy
Customer Service & Operations
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Promote a customer service mindset focused on supporting clinicians and front office teams
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Support user onboarding and offboarding, including account provisioning, device setup, and access changes
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Ensure adherence to access control, least privilege principles, and internal security standards (HIPAA aware)
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Assist with IT projects such as PMS deployments, phone system rollouts, and clinic openings
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Other duties as assigned
Required
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Bachelor's degree in Computer Science, Information Technology, or related field
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5+ years of IT support experience, including 2+ years in a Tier 2 or senior service desk role
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Strong experience supporting Windows based endpoints and Microsoft 365 environments
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Solid understanding of Active Directory / Entra ID (user and device management)
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Working knowledge of networking fundamentals (DHCP, DNS, Wi-Fi, VPN)
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Detail oriented and comfortable in a fast paced office environment
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Excellent oral communication and interpersonal skills, especially with non technical users
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Comfortable working independently while collaborating with a distributed IT team
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Ability to act with integrity, professionalism, and confidentiality
Preferred
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Experience supporting multi site or healthcare organizations
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Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications
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Familiarity with healthcare or dental practice environments
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Familiarity with ITIL processes (incident, problem, change) and structured UAT/release management
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Experience with imaging systems and PMS systems including Denticon, Cloud 9, and DSN Cloud
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Health care plan (medical, dental, vision)
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Retirement plan (401k with company match, IRA)
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Life insurance (basic, voluntary, AD&D)
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Paid time off (vacation, sick, public holidays)
