Senior IT Support Technician

General Overview

Be the Person Who Solves the Hard Problems.
When technology works, our teams can focus on what they do best—serving patients, supporting our practices, and growing the business. When it doesn’t, we need someone who can jump in, figure out what’s really happening, and get things back on track.

That’s where you come in.

At Imagen Dental, we are looking for a Senior IT Support Technician who thrives on solving complex technical problems, digging into root causes, and making IT better—not just fixing the issue in front of you. In this onsite role, you’ll serve as a senior technical resource for our IT Support team, own escalated issues, lead technology projects, and help build the knowledge and capabilities of the team around you.

This is a hands-on role for someone who enjoys variety, takes ownership, and wants to make a measurable impact.

What We Offer:
Competitive pay based on experience.
Benefit package including medical, dental, vision, mental health, and pet care.
Matching 401K.
Holidays and generous PTO.
Opportunities for development and growth.
*The ideal candidate must be local to Scottsdale / Phoenix, AZ and be available to be on-site per week.*

Responsibilities

Provide Tier 2 and Tier 3 support for hardware, software, network, endpoint, and system issues.
Own escalated issues from diagnosis through resolution while meeting service-level expectations.
Perform root-cause analysis and implement solutions that reduce recurring issues.
Support Microsoft 365, Entra, Exchange, VoIP, endpoints, asset management, and service desk systems.
Lead or serve as a technical owner for hardware refreshes, software deployments, migrations, and other IT projects.
Create and maintain technical documentation, SOPs, and knowledge base articles.
Mentor and provide technical guidance to junior technicians.
Partner with vendors on support, licensing, warranties, and external services.
Support technology for field offices, home-office locations, and large-scale events.
Monitor ticket trends and system health and recommend improvements.
Maintain IT security, compliance, and software licensing standards.

Qualifications

Required Qualifications:
4+ years of IT support experience, including 2+ years in a senior, Tier 2, or Tier 3 role.
Ability ot go onsite to our Scottsdale office.
Associate or Bachelor’s degree in IT, Computer Science, or related field or equivalent experience.
Strong experience with Microsoft 365, Windows 10/11, Microsoft Entra, and networking fundamentals.
Proven experience troubleshooting hardware, software, endpoints, peripherals, and user-access issues.
Experience with a service desk/ticketing platform such as ServiceNow, Freshservice, Zendesk, or similar.
Strong problem-solving, troubleshooting, and root-cause analysis skills.
Excellent communication and customer-service skills.
Ability to manage multiple priorities, work independently, and take ownership.
Collaborative mindset with a willingness to mentor others and learn new technologies.

Preferred Qualifications:
Microsoft Intune or other endpoint management experience.
Microsoft Exchange, VoIP, remote access, and mobile device support.
PowerShell, scripting, or automation experience.
IT project leadership experience.
Hardware lifecycle and asset management experience.
Experience creating SOPs and technical documentation.
Experience mentoring IT professionals.
Experience supporting multi-location or distributed teams.
IT certifications such as CompTIA, Microsoft, ITIL, or similar.
Healthcare or dental IT experience.