IT Support Analyst

IT Support Analyst The IT Support Analyst provides frontline technical support to dental offices and corporate teams across the organizations 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 Bachelors 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 High Deductible & PPO Medical insurance Options VSP Vision Coverage Principal PPO Dental Insurance Complimentary Life Insurance Policy Short-term & Long-Term Disability Pet Insurance Coverage 401(k) Plan HSA / FSA Account Access Identity Theft Protection Legal Services Package Hospital/Accident/Critical Care Coverage Paid Time Off Diverse and Inclusive Work Environment Strong culture of honesty and teamwork About Us: Specialty1 Partners is a practice services organization committed to providing non-clinical, business support services to the nations leading specialty dental practices. The company was founded in 2019 by four endodontists who wanted to provide unique and differentiated support to specialty dental practices. Originally focusing on support to endodontics practices (under the Endo1 brand), Specialty1 Partners quickly expanded its support to periodontics and oral surgery practices. Since its founding, Specialty1 Partners has grown rapidly to become one of the largest private owners of specialty dental practices in the US. Headquartered in Houston, TX, Specialty1 Partners is led by its founders and a management team that is focused on ongoing growth and delivery of best-in-class services across its network of practices. Specialty1 Partners currently has over 226 locations across 28 states.