Remote IT Support Specialist - Level 1 Desk

Specialized Dental Partners; Franklin (TN); On-site; USD 39,000 - 44,000; Full time

Job summary

Specialized Dental Partners is seeking a proactive Level 1 Service Desk Teammate to join our IT team. You will be the first point of contact for practices, addressing level 1 tickets and providing clear guidance for hardware, software, and basic networking issues.

You will support 2+ years in IT, including troubleshooting Microsoft 365 apps and Windows devices, while delivering excellent customer service. This remote role requires reliable internet and the ability to work across multiple time

Qualifications

• 2+ years in IT support or help desk (healthcare or multi-site experience a plus).
• 2+ years troubleshooting Microsoft 365 apps (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).

Responsibilities

• 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.
• 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.
• Communicate clearly and effectively with practice staff, providing user-friendly instructions and updates.
• Deliver a positive customer experience while maintaining professionalism and empathy.
• Contribute to internal knowledge base articles.
• Flag recurring issues or patterns to help the team improve long-term solutions.
• Partner with other IT team members to ensure smooth hand-offs.
• Provide feedback to improve processes and enhance the service desk experience.

Skills

IT support experience

Microsoft 365 troubleshooting

Windows OS troubleshooting

Connectivity issues troubleshooting

Education

CompTIA A+ or other entry-level IT certification

Tools

Microsoft 365

Job description

Specialized Dental Partners is seeking a proactive Level 1 Service Desk Teammate to join our IT team. You will be the first point of contact for practices, addressing level 1 tickets and providing clear guidance for hardware, software, and basic networking issues.

You will support 2+ years in IT, including troubleshooting Microsoft 365 apps and Windows devices, while delivering excellent customer service. This remote role requires reliable internet and the ability to work across multiple time