Sr. Desktop Technician

Specialized Dental Partners; Franklin (TN); Sur place; USD 85 000 - 120 000; Plein temps

Résumé du poste

Specialized Dental Partners is seeking a Senior Desktop Technician to provide hands-on on-site support at the Cool Springs office. You will own endpoint deployment, provisioning, and workstation policy implementation at scale using Microsoft Intune, Windows Autopilot, Group Policy, and Azure AD/Entra policy.

Travel to practice locations will be required, and you will bridge the service desk with engineering.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience (minimum 8 years without a degree).
• 5+ years of experience in IT support, systems administration, desktop support, or related role, including 4+ years on endpoint deployment.
• Hands-on experience deploying endpoints at scale with Intune or Autopilot.
• Experience applying workstation policies via Group Policy and Azure AD/Entra policy.

Responsabilités

• Plan and execute enterprise endpoint deployments across multiple sites.
• Provision and manage devices using Intune, Autopilot, and similar tools.
• Apply and enforce endpoint policies through Group Policy and Azure AD/Entra policy.
• Design and maintain device baselines and golden images where applicable.
• Travel to lead large workstation deployment projects at offices and practices.
• Troubleshoot Level 1–3 hardware, software, and network issues on-site.
• Manage tickets with SLA adherence and escalate to engineering when needed.
• Document troubleshooting steps, runbooks, and knowledge articles.

Connaissances

IT support

Systems administration

Desktop deployment

End‑user communication

Travel readiness

Formation

Bachelor's degree in IT/CS or related field

8+ years experience without degree

Outils

Microsoft Intune

Windows Autopilot

Group Policy

Azure AD/Entra policy

Microsoft 365 administration

SCCM/MECM

Description du poste

Overview

About Specialized Dental Partners:

Specialized Dental Partners is a doctor-led network of 275+ specialty dental practices and 450+ doctors across multiple states. We offer the scale, resources, and professional connections that help specialists and teammates thrive, while maintaining the supportive culture and local relationships that define our organization.

Our purpose,We Care More, shapes how we support our doctors, teammates, and patients every day. We care more about patient outcomes, doctor success, teammate growth, meaningful relationships, and the communities we serve. By combining clinical excellence with a people‑first culture, we create an environment where specialists can build rewarding careers while making a lasting impact.

At Specialized Dental Partners, you'll find more than a job. You'll find a community committed to helping you succeed.

From mentorship and career development to clinical collaboration and leadership opportunities, we are committed to helping our people grow personally and professionally.

If you're looking for an organization where your expertise is valued, your growth is supported, and your work makes a meaningful difference, we'd love to meet you!

Job Summary

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.

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.
• 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

• Work closely with service desk, engineering, and architecture teammates to ensure alignment on processes and goals.
• Provide feedback to improve service desk workflows, and mentor Level 1 and Level 2 analysts by sharing deployment, policy, and troubleshooting best practices.
• Actively assist in evolving the Specialized Dental Partners service desk and endpoint platform.

Qualifications

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience (minimum 8 years without a degree).
• 5+ years of experience in IT support, systems administration, desktop support, or a related role — including 4+ years of hands‑on endpoint or desktop deployment experience — with a proven track record of resolving 90%+ of assigned Level 1 and Level 2 tickets independently.
• Significant hands‑on experience executing endpoint deployments at scale using Microsoft Intune, Windows Autopilot, or comparable endpoint management tools.
• Experience applying workstation policies and standards through Group Policy and Azure AD / Entra policy in support of endpoint or desktop environments.
• Hands‑on experience designing device baselines and baseline‑creation processes for consistent workstation builds; experience with golden image concepts is helpful where applicable.
• 3+ years of experience with Microsoft 365 administration, including user provisioning, mailbox and license management, and Teams/SharePoint support, for organizations with 200+ users.
• 4+ years of hands‑on experience with workstation hardware, including installation, maintenance, and troubleshooting of desktops, laptops, docking stations, printers, scanners, and peripherals.
• Ability and willingness to travel as required to support large workstation deployment projects.
• Based in or able to reliably commute to the Cool Springs office; this is an in‑office role.

Preferred Qualifications:

• Certifications such as CompTIA A+, Network+, Microsoft 365, Azure, or Endpoint Administrator / MD-102 are preferred but optional; practical hands‑on experience is prioritized over certification volume.
• Experience with endpoint management platforms (Intune / Microsoft Endpoint Manager, Autopilot, SCCM / MECM) and image, packaging, or provisioning tools (e.g., task sequences, MSI/MSIX).
• Experience working with vendors to define or validate pre‑ship workstation baselines.
• Experience with firewall, switch, and wireless access point troubleshooting or support in multi‑site environments.
• Experience with ticketing systems and ITIL processes.
• Strong understanding of operating systems (Windows, mac