Overview
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.
Responsibilities
Responsibilities: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 in these platforms.
- 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, macOS, or Linux) and system administration tools, with experience supporting at least 250+ end-user devices.
- Knowledge of scripting or automation tools (e.g., PowerShell, Python) for deployment and provisioning automation.
- Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPNs, with hands-on experience troubleshooting network connectivity issues across multi-site environments.
- Basic knowledge of cybersecurity principles and practices.
- Excellent troubleshooting and problem-solving skills, demonstrated through resolution of complex technical issues with a first-contact resolution rate of 70% or higher.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users and maintain a CSAT rating of 4.5/5 or higher.
