Desktop Support Analyst

Schedule: Monday - Friday; 8AM - 5PM or 9AM - 6PM ET (this will be discussed during interview process)

Classification: Full Time - Exempt

Salary: $50,000 - $55,000

Reports To: Service Desk Manager

Department: Innovation and Technology

Travel Required: No

Location: Hybrid - 3 days in office, 2 days remote each week

Lap of Love is a national practice dedicated exclusively to in-home end-of-life care for pets. We believe all pets and their families deserve the most compassionate and supportive end-of-life experience. Our veterinarians help pets and their parents with quality of life assessments, pain and anxiety management, end-of-life consultations, and peaceful euthanasia in the comfort of their pet’s favorite place – home.

Position Description

Lap of Love Veterinary Hospice, headquartered in Lutz, FL., seeks to add a key member to its growing team by employing a Desktop Support Analyst to support our Systems Administration team, an extension of the Innovation and Technology department. As the Desktop Support Analyst, this individual will be a member of a team that is responsible for the maintenance, configuration, and reliable operation of Lap of Love’s computer systems, VoIP phones, printers, servers, and other systems. Their primary role will consist of assisting users as the first level of support, installing software, initial configuration of new laptops and desktops, maintaining the Lap of Love asset inventory management, and actively resolving problems and issues to limit work disruptions within the company. This is a junior-level role with the opportunity to learn and grow with the company and includes opportunity for additional responsibilities and advancement.

Essential Functions and Responsibilities

• Perform initial triage and response to all incoming support requests from Lap of Love staff
• Prioritize and escalate issues as needed while maintaining ownership of the issue until resolution
• Install, troubleshoot, and update all software on Lap of Love Laptops and Desktops
• Perform initial triage and response to all Zoom Phone and Five9 Contact Center issues
• Troubleshooting hardware and software issues using diagnostics, triage, and documentation
• Assist in the creation and maintenance of the Lap of Love IT knowledge-base and documentation
• Assist in the maintenance of Lap of Love’s asset management system
• Provide guidance to users on proper use of hardware and software features
• Perform additional tasks as delegated by the system administration team
• Manage the employee onboarding and offboarding equipment lifecycle

Experience, Education, and Requirements

• Bachelor’s degree in Computer Science, Information Technology, System Administration, or another related field, preferred
• Minimum of 1-3 years of system or desktop administration experience, preferred
• Ability to troubleshoot hardware, software, and operating system issues on Windows and MacOS machines. 
• Foundational knowledge of Azure Active Directory, Office 365, and Google Workspace
• Experience troubleshooting VoIP issues in Zoom Phone or similar
• Experience with desktop deployment for both Windows and MacOS
• Ability to prioritize tasks based on urgency and impact with little direction
• Ability to write concise and detailed technical documentation
• High attention to detail and accuracy
• Ability to confidently engage with staff at all levels and across multiple parts of our organization, while offering a best-in-class service experience
• Self-starter with excellent follow-up skills, knowing what needs to be done and taking initiative to do so without hesitation

Physical and Other Job Requirements

• Able to sit for prolonged periods of time of up to 8 hours per day
• Able to frequently communicate by telephone and through use of computer technologies, including but not limited to email,  video conferencing, and instant message. 
• Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard for prolonged periods of time of up to 8 hours per day
• Able to multitask using multiple computer tabs/platforms while engaging in conversation
• Able to quickly learn custom software
• Access to reliable and secure internet
• Maintain confidentiality of all patient, client, and business information
• Comply with all applicable laws, regulations, policies, procedures, and guidelines

This job posting is not intended to be an exhaustive list of duties, but it aims to highlight the typical main responsibilities of the position. At the request of their supervisor, this individual may be asked to perform additional duties or take on additional responsibilities to better meet the needs of their department.

• Health Insurance Plan (Medical) with 100% employee paid HSA option available
• Dental and Vision Plans
• Retirement Plan (Traditional 401k with 3% match and Roth 401k)
• Paid Time Off
• Bereavement Leave
• Paid Parental Leave
• Company Funded Wellness Resources (Mental, Financial, and Physical)
• Life Insurance (Basic, Voluntary, and AD&D)
• Short Term and Long Term Disability Insurance
• Training & Development
• Pet Insurance