Associate Systems Administrator

Planet DDS is a leading provider of a platform of cloud-based solutions that empowers growth-minded dental businesses. Now serving over 13,000 practices and 118,000 customers in North America, Planet DDS delivers a comprehensive suite of solutions, including Denticon Practice Management, Cloud 9 Ortho Practice Management, and Apteryx Cloud Imaging. Planet DDS is dedicated to enabling dental support organizations (DSOs) and groups to grow and thrive with technology that delivers seamless integrations, improved workflows, and future-proof scalability.

We’re looking for an Associate Systems Administrator (Zendesk Support) to own and optimize our Zendesk environment. This role ensures that our customer support platform is reliable, scalable, and configured to empower our teams to deliver exceptional client experiences. You’ll partner with IT, Operations, and Account Management leaders to maintain system performance, implement new workflows, and support end-users with technical expertise.

*This is a hybrid position working in our Atlanta, GA office 2-3 days per week.

JOB DUTIES:

• Help maintain Zendesk Support, Guide, Chat, Talk, and related integrations.
• Manage users, roles, groups, triggers, automations, macros, SLAs, and workflows.
• Help maintain system security, permissions, and compliance controls.
• Monitor system performance and proactively troubleshoot technical issues.
• Maintain reporting dashboards to track KPIs, SLAs, and support trends.
• Identify opportunities for automation, self-service, and AI-driven efficiencies.
• Serve as the first point of contact for Zendesk-related issues, requests, and enhancements.
• Provide training and documentation for agents, team leads, and managers.
• Collaborate with IT and other teams to ensure system integrations (e.g., CRM, phone systems, knowledge base, analytics tools) are seamless and reliable.
• Partner with vendors and external consultants for escalated issues or new implementations.
• Support change management efforts when rolling out new features or processes.
• Participate in audits, data cleanup, and system upgrades.

  SKILLS/QUALIFICATIONS:

Required:

• 1-2 years of experience as a Zendesk Administrator or similar systems admin role.
• Strong knowledge of Zendesk platform capabilities (Support, Guide, Talk, Explore).
• Hands-on experience configuring automations, triggers, workflows, and APIs.
• Proficiency with reporting and dashboarding in Zendesk Explore or equivalent.
• Strong troubleshooting, problem-solving, and documentation skills.

Preferred:

• Experience with integrations between Zendesk and CRM systems (e.g., Salesforce, HubSpot) or communication platforms (e.g., Slack, Teams, VOIP).
• Familiarity with data analysis, SQL, or BI tools.
• Zendesk Administrator certification.
• Exposure to ITIL, ticketing best practices, or customer success operations.

PLANET DDS CORE IDEOLOGY :

Why are we here? Dental software is broken. We aim to fix it.

Where are we headed? To be the first choice for growth-minded dental businesses.

How do we get there? To encourage measurable progress toward our vision and make the best decisions on behalf of employees and customers, we adopted a set of common values:

• Collaborative – Working independently and across teams, we create scalable solutions to enable company growth
• Empathetic – We are educated on the experience of our customers and feel vested in their success
• Accountable – We feel ownership for the quality of our work and take pride in the positive outcomes
• Trustworthy – We operate with integrity and honest, making promises we know that we can keep
• Ambitious – We are driven by our ability to make a long-term, positive impact on the lives of dental market leaders

Planet DDS is an Equal Opportunity Employer – Including Disability/Veterans