Desktop Support Specialist II

Smile Partners USA

Desktop Support Specialist II at Smile Partners USA providing Tier 2 IT support for dental practices. Resolving complex technical issues and mentoring Tier 1 staff in a multi-site environment.

Posted 7/27/2026full-timeLeominster • Massachusetts • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in advanced IT support, including troubleshooting and resolving complex technical issues across various systems and networks. Proficient in managing core systems and ensuring compliance with industry standards such as HIPAA and PCI.

Highest-signal resume keywords

Advanced IT Support ExperienceActive Directory AdministrationMicrosoft 365 AdministrationRoot Cause AnalysisVoIP System Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingNetwork FundamentalsUser AuthenticationDevice ComplianceGroup Policy Management

Soft Skills

Strong Communication SkillsMentoringAttention to DetailIndependent Decision-Making

Tools & Technologies

RMM ToolsMDM ToolsIntuneNinjaOneManageEngine

Certifications & Qualifications

Associates Degree in Computer ScienceBachelors Degree in Information Systems

Industry Keywords

HIPAA CompliancePCI ComplianceEndpoint ManagementTelecom CollaborationTechnical Documentation

Tech Stack

Tools & technologies

DNSFirewallsVoIP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

35 years of progressive IT support experience
Associates or Bachelors degree in Computer Science, Information Systems, or a related field; or equivalent professional experience and/or industry certifications
Demonstrated experience resolving Tier 2 / advanced IT support issues across endpoints, applications, identity, and networks
Strong working knowledge of Active Directory, Entra ID, Microsoft 365 administration, and endpoint management tools
Solid understanding of networking fundamentals including DNS, DHCP, VLANs, VPNs, firewalls, switches, and access points
Experience supporting VoIP systems and collaborating with telecom providers
Proficiency with RMM, MDM, and remote support tools (e.g., Intune, NinjaOne, ManageEngine, BeyondTrust, GoTo, Zoho)
Ability to perform root cause analysis and document long-term corrective actions
Comfortable working independently on escalations and making sound technical decisions
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users
High attention to detail with a mindset focused on prevention, standardization, and reliability
Willingness to travel regularly to offices and occasionally (up to 10%) out-of-state.

Benefits

Comp & perks

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