Sr. Help Desk Technician- Tier 2

Garden City, GA - USA

Monthly Salary: $ 22 - 30

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Description

MedVet is the largest family of emergency and specialty hospitals owned and led by veterinarians. This distinction means we place the needs of our team first and have unique insight into the challenges our caregivers face and whats needed to provide the best specialty and emergency medicine every time every day to everyone.

The Sr. Technician Tier 2 will provide a high level of technical support by handling all escalations from the Technician(s) - Help Desk Support. This individual will also support in the day-to-day operations which may include ticket assignments training and mentoring of team members. To ensure MedVet caregivers can continue to deliver the MedVet experience to our patients clients and Referral Partners the Sr. Technician Tier 2 will assist in providing a first line of support to technical issues by responding to telephone calls emails personnel and ticket requests.

Responsibilities include but are not limited to

Respond to and maintain tickets escalated from Tier 1 and resolve within established SLAs.
Participate in change and problem management activities to ensure quality and compliance with ITIL processes.
Use remote tools to diagnose and repair complex desktop laptop printer and mobile device issues including hardware replacement and system configuration. Document track and monitor issues to ensure a timely resolution.
Perform on-site visits to resolve issues that cannot be handled remotely.
Escalate issues to the Director Help Desk as needed.
Provides technical training to end-users.
Research and recommend purchases of computers printers peripherals and software.
Work on special projects pertaining to computer equipment and software.
Assist with hardware rollouts imaging asset management and lifecycle tracking in coordination with the Inventory & Asset Management Specialist.
Maintain accurate technical documentation and contribute to the knowledge base to reduce future escalations.
Timely follow up to ensure issue(s) were resolved.

Knowledge Skills and Abilities

Our ideal candidate has a minimum of 2 years of experience in a troubleshooting IT environment. Experience in the healthcare and/or veterinary industry is a plus but not addition this position requires:

Bachelors degree in computer science or related field and/or a combination of work experience certifications in related field and education
Hands-on knowledge and technical skills maintaining network and server components information security principles and practices and remote connectivity tools
Excellent customer service disposition
Ability to analyze and resolve complex technical issues and mentor Tier 1 staff
Effectively communicate with all levels of the organization including verbal written and listening skills
Ability to handle a wide variety of duties with minimal supervision
Ability to multi-task and handle large workloads under time constraints
Results oriented with strong process and execution skills
Experience with incident tracking and service management platforms (e.g. ServiceDesk Plus ServiceNow)
Ability to work with cross functional teams across multiple functions and locations
Provide on-call support with rotation of evenings weekends and holidays
Lift and transport moderately heavy objects such as computers and peripherals
Occasional handling and inspection of components connections and cables in floors ceilings and other restrictive areas
Technical requirements

Advanced Networking Principles (TCPIP DHCP DNS)
Microsoft Office Suite
Microsoft Windows OS (XP 7 10)
Apple iOS / MacOS

Frequent standing and bending to install or repair equipment.
Up to 40% travelto hospital locations for on-site support in MedVets west region.

The posted range for this position is $22.75-$30.00 Hr. which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience current skills location/labor market internal equity etc.

MedVet offers a full benefits package including paid time off health insurance dental vision and 401K.

Come as you are. MedVet is an equal opportunity employer. We are also a drug-free organization; therefore employment with MedVet is dependent upon the passing of a drug screen and background check.

MedVet does not accept unsolicited resumes from third-party recruiters.

Required Experience:

Senior IC

DescriptionMedVet is the largest family of emergency and specialty hospitals owned and led by veterinarians. This distinction means we place the needs of our team first and have unique insight into the challenges our caregivers face and whats needed to provide the best specialty and emergency medici...