IT Support Analyst

Specialty1 Partners is looking for a IT Support Analyst to help provide essential technical support to our team, including our supported dental practices. You will be part of a talented team of support analysts that demonstrate superb technical competency, providing mission critical support and ensuring the highest levels of availability, performance and security. 

 

Objective and Purpose: 

The IT Support Analyst provides frontline technical support to dental offices and corporate teams across the organization ‘s network. This role ensures timely resolution of hardware, software, network, and application issues, and supports the implementation of IT systems, upgrades, and integrations. The IT Support Analyst plays a key part in minimizing downtime, ensuring HIPAA-compliant operations, and enabling efficient, technology-driven dental practice management.

 

Responsibilities

• Provide Tier 1 and Tier 2 support to dental offices and corporate users via phone, email, or ticketing systems.
• Troubleshoot issues related to workstations, printers, intraoral devices, VoIP phones, networks, and practice management systems (PMS).
• Log, track, and resolve incidents using IT service management (ITSM) tools.
• Collaborate with vendors and service providers to escalate or resolve complex issues.
• Support onboarding of new employees with proper access, credentials, and equipment.
• Assist with software installations, system upgrades, and configuration changes.
• Support system standardization efforts across all acquired practices.
• Maintain knowledge base articles and training documentation for end users.
• Monitor ticket queues and ensure timely and professional resolution of issues.
• Assist with asset management, hardware tracking, and license renewals.

 

Expectations: 

• Provide responsive, courteous, and effective technical support across multiple locations.
• Meet or exceed service level agreements (SLAs) for ticket resolution and follow-up.
• Ensure uptime and reliability of mission-critical systems such as PMS, imaging software, and digital x-rays.
• Document resolutions and contribute to ongoing IT process improvements.
• Maintain high levels of user satisfaction and communicate clearly with both technical and non-technical audiences.
• Adhere to HIPAA, cybersecurity, and DSO IT compliance standards at all times.

 

Requirements

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 2+ years of experience in IT support, preferably in a healthcare or dental setting.
• Familiarity with dental practice technologies (e.g., Dentrix, Eaglesoft, Open Dental, Dexis, Carestream) is a strong plus.
• Working knowledge of Microsoft Windows, Office 365, networking, and remote support tools.
• Excellent troubleshooting, analytical, and customer service skills.
• Strong communication skills and ability to explain technical concepts to non-technical users.
• Ability to prioritize tasks, manage multiple tickets, and work independently.
• A+ or similar IT certifications preferred; HIPAA training or certification is a plus.

 

Benefits:

• BCBS Medical & Dental insurance Options 
• VSP Vision Coverage      
• Complimentary Life Insurance Policy (employee only)
• Short-term & Long-Term Disability   
• Pet Insurance Coverage  
• 401(k) plan w/match options
• HSA / FSA Account Access 
• Identity Theft Protection 
• Legal Services Package 
• Hospital/Accident/Critical Care Coverage 
• Paid Time Off