Service Desk Technician

Company Description:

Veterinary Practice Partners (VPP) is a management company that forms joint ventures with Veterinarians to coown 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 3000 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 veterinaryspecific 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 nontechnical 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:

• • 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 multifunction 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 2008RRpreferred but not required.
  • CompTIA A Certification or equivalent required.
  • CompTIA Network Certification or equivalent preferred.

Ideal Candidates will Possess:

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