IT Specialist

Role Summary

The IT Support Specialist is responsible for delivering high-quality onsite IT support and ensuring stable reliable technology operations within the site. As the primary IT representative the role provides hands-on support across end-user devices applications and collaboration platforms while working in close alignment with Regional and Global IT teams to maintain service excellence and operational consistency.
In addition to day-to-day support the role fosters strong engagement with business users to develop a practical understanding of operational needs and workflows. Through ongoing interaction and observation the IT Support Specialist identifies recurring issues service gaps and opportunities for enhancement contributing structured insights to support continuous improvement and alignment of IT services with business needs.

Key Responsibilities

1. Site Support & Service Delivery

• Serve as the primary IT representative at the site delivering hands-on support across end-user devices applications and collaboration tools while owning end-to-end IT request management user communication and coordination

• Diagnose and resolve user issues related to connectivity system access and application usage coordinating with Service Desk and specialist teams and escalating complex issues where required

• Maintain high-quality ticket management in ServiceNow ensuring accurate documentation categorization and closure

• Support business-critical activities including meeting room technology audiovisual setup and conferencing services

• Oversee IT asset lifecycle management including inventory control deployment refresh and decommissioning while ensuring timely provisioning of devices and access to support onboarding and organizational changes

• Provide guidance on IT tools systems and standard practices to enable effective adoption and utilization of Microsoft 365 and collaboration platforms

2. Customer Experience

• Deliver responsive professional and user-centric IT support ensuring a consistent reliable and high-quality service experience at the site

• Build strong trust-based relationships with users and stakeholders to proactively identify opportunities for improving service quality and enhancing user experience

3. Business Engagement

• Act as a key IT touchpoint at the site to understand business needs operational challenges and identify gaps in technology support

• Capture and consolidate user feedback and recurring issues into actionable insights supporting continuous improvement and alignment through established intake and governance processes

• Support the rollout adoption and stabilization of IT tools services and enhancements within the business

4. Governance & Compliance

• Adhere to Dentsply Sironas IT policies standards and governance frameworks ensuring compliance with SOX FDA and regulatory requirements

• Support implementation of IT security practices including access control and endpoint compliance

Skills & Experience

• Diploma or Degree in Information Technology Computer Science or related discipline

• 23 years of experience in IT support desktop support or helpdesk environments

• Hands-on experience supporting desktops laptops printers meeting room systems and office applications

• Working knowledge of Microsoft 365 Active Directory / Entra ID Intune Windows Server and networking basics

• Experience with IT service management tools such as ServiceNow and understanding of ITIL practices

• Basic understanding of IT security including endpoint access and network security

• Strong problem-solving and communication skills

• Familiarity with supporting business applications reporting tools or low-code automation platforms (such as Power Platform) is an advantage

• Customer-focused mindset with ability to operate independently