Service Desk Technician (Hybrid)

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 180 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 is responsible for resolving hardware, software, and networking issues, working closely with users to diagnose, analyze, and solve technical problems efficiently. Using a Service Desk ticketing system (Zendesk), the VPP Service Desk serves as the primary IT point of contact, managing user incidents with support from IT system administration, network teams, and software management teams.

Key responsibilities include troubleshooting and resolving issues related to computer software, hardware, veterinary-specific applications, and operating systems (Windows and Apple; both workstation and server). The Service Desk Technician is also responsible for troubleshooting and resolving phone, network, and internet issues. They log and document all user requests in the Service Desk, keeping tickets updated with the status until resolution.

This is an in person role.

Effective communication is essential, as Service Desk Technicians must be able to interact clearly with non-technical users and provide updates in a timely manner. They must also be able to make quick, informed decisions to resolve issues, whether working independently or as part of a team. Additional responsibilities include testing and deploying new hardware and software, managing computer installations, and ensuring users are kept informed of the status of their tickets until issues are fully resolved.

Essential Duties and Responsibilities:

• Provide remote technical support to staff.


• Provide desktop, laptop and printer support for Windows  and Apple clients


• Provide support for local and network related 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:

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  • Excellent communications abilities.
  
  
  • Effective troubleshooting skills.
  
  
  • 3+ years’ experience in a service technician role that provided support for local and remote users.
  
  
  • Familiar with Dell hardware (desktops, laptops, servers).
  
  
  • Proficiency with Inkjet printers, laser printers, scanners. copy machines, multi-function devices and label printers (HP, Dell, Brother, Canon, Zebra & Dymo Label Printers).
  
  
  • Proficiency with legacy and current Windows and Apple Operating systems.
  
  
  • Proficiency with Microsoft/Office 365
  
  
  • Proficiency 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 preferred.
  
  
  
  

Ideal Candidates will Possess:

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

Annual salary range: $63,000–$70,000, based on experience and qualifications.