Service Desk Technician II

Job description

Company Description:

Veterinary Practice Partners (VPP) is a management company that forms joint ventures with Veterinarians to co-own and run their veterinary practices. Once the joint venture is formed, VPP provides support and leadership for marketing, financial, operations, IT, and human resources functions while the veterinarian leads the clinical and client services functions. VPP currently has over 150 partner hospitals with 3,000+ employees and continued growth. VPP is a dynamic, profitable, growth company with strong financial private equity backing.

Summary:

The Service Desk Technician II offers technical assistance to users, acts as a technical escalation resource for IT team members, and provides continuous guidance to Service Desk Technician I. Users are located across the country for both our corporate team and employees at our nationwide network of Veterinary Hospitals. This position will work users to resolve complex issues related to hardware, software, and networking. They are responsible for talking with the user, serving as a technical escalation point for IT team members to assist with solving each issue as quickly as possible. Service Desk Technicians use a Help Desk system to receive work trouble tickets raised by users as they are the primary IT point-of-contact for the organization. They, therefore, handle these issues independently with support from the helpdesk and IT administration teams. They test and assess issues related to computer software and hardware, including veterinary industry specific applications and workstation or server operating systems among other systems. Service Desk Technicians will also troubleshoot phone, network, and internet issues. They document user requests by logging their time into the helpdesk system and updating trouble tickets with the current state of the issue. This is a remote work role with regional onsite responsibilities. The IT technician will need to travel to hospitals within reasonable driving distance from the IT technician’s home office to conduct service onsite.

Technicians should communicate well at technical and non-technical levels. They need to have the capability to make informed decisions quickly. Technicians develop and deploy solutions for all computer-related problems and take action to resolve them when they arise. They handle issues independently and alongside a team of technicians and administrators. Technicians test new hardware and software and deploy the installation of all computers, keep users informed about the status of tickets, and confirm the resolution of user issues.

Essential Duties and Responsibilities:

• Provide technical escalation and mentorship to other team members.
• Provide local and remote technical support to staff.
• Provide desktop, laptop and printer support for Windows and Apple clients
• Provide support for local and internet network connectivity issues.
• Provide support for productivity applications like MS Office, among others.
• Provide application support for Veterinary Hospital specific applications.
• Work with software and hardware vendors, as needed, to resolve issues.
• Commitment to providing excellent customer support experience.
• Other special project work and duties as assigned.

Qualifications:

• Excellent communications abilities.
• Great troubleshooting skills.
• 5-7 years’ experience in a service technician role that provided support for local and remote users.
• Experienced with repair of most hardware (desktops, laptops, servers) platforms.
• Expert with Inkjet printers, laser printers, scanners. copy machines, multi-function devices and label printers (HP, Dell, Brother, Canon, Zebra & Dymo Label Printers).
• Expert with legacy and current Windows and Apple Operating systems.
• Great with Microsoft/Office 365
• Great with Active Directory (manage user accounts, working knowledge of Group Policy).
• Familiarity with Windows Server 2008R2, 2012, 2012R2, 2016, 2019 preferred but not required.
• CompTIA A+ Certification or equivalent required.
• CompTIA Network+ Certification or equivalent required.
• Microsoft Certified Professional or equivalent Apple certification preferred.

Ideal Candidates will Possess:

• Strong analytical and methodical troubleshooting skills
• Ability to deal with ambiguity in a fast-paced, evolving
• Ability to work well under pressure and with constantly changing priorities, while keeping cool and professional.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The employee must be able to remain in a stationary position at least 50% of the The employee needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• While performing the duties of this Job, the employee is regularly required to use hands to grasp, handle, or feel; reach with hands and arms. Hearing and visual acuity are also required.
• The employee will constantly be operating a computer and other office
• The employee may occasionally be required to lift and or move up to 50lbs by

Notes:

Reasonable accommodation may be made to perform the essential functions.

• This job description describes the ideal candidate for this position and in no way implies any limits to a person’s desire to
• To meet the needs of the company, employees may be assigned other duties, in addition to or in lieu of those described
• Any duties are subject to change at any
• This document does not create an employment contract, implied or otherwise, other than an “at-will”