Help Desk Technician

Job Title: Product Lead Manager – Zenoti

Location: Dallas, TX (Hybrid/In-office)

Job Type: Full-Time

About Advanced Medaesthetic Partners:

Advanced Medaesthetic Partners (AMP) is a premier network of medical aesthetics practices dedicated to delivering cutting-edge treatments and exceptional patient experiences. We leverage best-in-class technology, including Zenoti, to optimize operations, enhance client engagement, and drive business growth.

POSITION SUMMARY

The Help Desk Technician I serves as the first point of contact for technology support across AMP's 75+ location network. This role is responsible for resolving Tier 1 hardware, software, and connectivity issues, managing the IT ticketing queue, and ensuring minimal disruption to daily operations across our partner practices and corporate team. This position requires strong communication skills, a customer-service orientation, and the ability to work effectively in a fast-paced, multi-brand environment.

This position requires regular use of discretion and judgment.

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties and tasks may be assigned):

• Serve as first-line support for hardware, software, network, and peripheral issues submitted via the IT ticketing system (Linear).
• Triage, prioritize, and resolve Tier 1 support tickets within defined SLA windows; escalate Tier 2+ issues to the Director of IT.
• Provide remote and phone-based troubleshooting support to practice staff across 75+ locations in 16 states.
• Set up, configure, and deploy workstations, printers, tablets, and mobile devices for new users and locations.
• Manage user accounts and access in Microsoft 365 (Outlook, Teams, SharePoint) and other core platforms.
• Support onboarding and offboarding workflows, including device provisioning and account deactivation.
• Maintain accurate documentation of issues, resolutions, and asset inventory.
• Assist with software installations, updates, and basic configuration across practice and corporate systems.
• Support the Director of IT with infrastructure projects, vendor coordination, and systems rollouts.
• Proactively identify recurring issues and contribute to knowledge base articles and SOPs.

EXPERIENCE

• Collaborative team player who communicates openly and contributes to problem-solving across departments.
• Adaptable and comfortable operating in a high-growth, fast-paced environment with shifting priorities.
• Self-motivated with a desire for continuous learning and professional development in IT.
• Strong analytical mindset and intellectual curiosity when diagnosing technical issues.
• Patient and service-oriented when supporting non-technical end users across diverse practice settings.

REQUIRED QUALIFICATIONS

• 1+ years of experience in a help desk, IT support, or desktop support role (internship or academic experience considered).
• Working knowledge of Windows 10/11, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), and Active Directory.
• Familiarity with ticketing systems (Linear, Zendesk, Jira, or equivalent).
• Basic understanding of networking concepts (DNS, DHCP, VPN, Wi-Fi troubleshooting).
• Strong verbal and written communication skills; ability to explain technical concepts to non-technical users.
• CompTIA A+ certification preferred but not required; candidates actively pursuing certification encouraged to apply.
• Experience supporting remote or distributed teams is a plus.
• Healthcare or multi-location retail/service environment experience preferred.

SUPERVISORY RESPONSIBILITIES

None.

BUDGETARY RESPONSIBILITIES

None at this level. May assist Director of IT with vendor quotes and asset tracking.

PHYSICAL REQUIREMENTS

To ensure the safety and well-being of our employees, we have established the following physical requirements:

• Employees must be able to move around their workspace, including walking to and from their workspace, and sitting at a desk and working from a computer for prolonged periods of time as necessary to perform their job duties.
• Ability to function well and maintain productivity in a home office environment.
• Employees may be asked to travel and must have the ability to carry and maneuver their luggage as well as navigate through various transportation modes (car, airplane, bus, train).

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision benefits.
• Paid time off and company holidays.
• Opportunities for professional development and Zenoti certification training.
• Collaborative and innovative work environment within a growing medical aesthetics network.

Job Type: Full-time

Pay: $42,000.00 - $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Zenoti or a similar EHR implementation: 1 year (Preferred)

Work Location: Hybrid remote in Dallas, TX 75202