Help Desk Technician

About the role

As a Help Desk Technician, you will be the calm, capable voice on the other end of the line when technology gets in the way of patient care. Using strong troubleshooting skills and genuine patience, you'll keep the hardware, software, and systems running across AMP's growing network of medical aesthetics practices, soon to include Heyday's studios alongside our existing partner locations. You're the person practice teams call when a front desk computer won't start or a card reader won't connect, and every ticket you close is one less thing standing between a patient and their appointment. By resolving issues quickly, documenting clearly, and thinking ahead about what will break next, the Help Desk Technician keeps dozens of practices running smoothly day to day.

Responsibilities

• Serve as first-line support for hardware, software, network, and peripheral issues submitted through our IT ticketing system.
• Triage, prioritize, and resolve Tier 1 support tickets within defined SLA windows, escalating more complex issues to the Director of IT.
• Provide remote and phone-based troubleshooting to practice staff across our multi-state network.
• Set up, configure, and deploy workstations, printers, tablets, and mobile devices for new users and new locations, including as Heyday's studios come online.
• 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.
• Spot recurring issues and contribute to knowledge base articles and internal documentation.

Requirements

EXPERIENCE & SKILLS

• 2+ 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, with the ability to explain technical concepts to non-technical users.
• Comfortable supporting a fast-paced, multi-location, multi-brand environment with shifting priorities.
• CompTIA A+ certification preferred but not required; candidates actively pursuing certification are encouraged to apply.
• Healthcare or multi-location retail/service environment experience preferred.
• High school diploma or equivalent required.

Physical Requirements

• Must possess good organizational skills to manage a high volume of tickets and competing priorities.
• This position requires the ability to sit and work at a computer for prolonged periods, with occasional walking, standing, and bending to set up or repair equipment.
• Frequent talking and listening when providing phone and remote support to non-technical users.
• Frequent use of the phone, computer, and other technologies.
• Employees will be asked to travel and must be able to carry and maneuver their luggage and navigate through various transportation modes (car, airplane, bus, train).

Pay

$50,000 – $65,000 USD per year