Smile Partners USA

Customer Support

• Provide rapid, accurate IT support remotely and on-site, resolving hardware, software, and connectivity issues
• Manage and prioritize support tickets using the ticketing system and meet defined SLAs
• Support and maintain practice management, imaging, Active Directory/Entra ID, Microsoft 365, network infrastructure, VoIP, and internet service systems
• Deploy, image, and configure computers, phones, and related IT or dental hardware
• Document troubleshooting procedures and contribute to process improvements
• Align support activities with HIPAA and PCI compliance standards
• Collaborate with IT staff and other departments to develop solutions and improve IT services
• Travel within the Georgia market and occasionally out of state

Desktop Support Specialist

• Serve as the primary escalation point for Tier 1 support, resolving complex or recurring technical issues
• Diagnose and resolve advanced issues involving operating systems, applications, identity systems, networking, and peripherals
• Own incidents through resolution, including coordination with vendors, ISPs, and internal IT teams
• Support and administer core systems including practice management, imaging, Active Directory/Entra ID, Microsoft 365, endpoint management, VoIP, and network infrastructure
• Perform advanced troubleshooting related to user authentication, permissions, group policy, device compliance, and performance issues
• Lead on-site support efforts for escalations, outages, and office technology issues when remote resolution is insufficient
• Identify root causes of recurring issues and recommend permanent fixes to reduce repeat incidents
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures
• Mentor Tier 1 staff by providing guidance, technical coaching, and escalation feedback
• Ensure support activities comply with HIPAA and PCI requirements
• Participate in IT projects such as office openings, M&A integrations, system upgrades, and hardware refreshes
• Contribute to continuous improvement of support processes, tooling, and service quality

Desktop Support Specialist

Desktop Support Specialist II