IT Sr. Support Specialist

JOB SUMMARY

The Senior IT Support Specialist is a senior-level (L2/L3) hands-on IT professional who serves as the primary escalation point for complex technical issues escalated from clinic onsite support (L0) and the Service Desk (L1) owning advanced troubleshooting resolution vendor coordination and SLA compliance across corporate users and multi-site veterinary clinics. With deepexpertisein Microsoft/Windowsand Apple environments the role provides technical leadership to the support organization supports mission-critical veterinary systems ensures consistent escalation documentation and accountability across tiers and contributes significantly to IT operations projects and planning in a fast-paced distributed environment. The ideal candidate brings extensive support experience strong problem-solving skills and the ability to lead prioritize and manage multiple responsibilities effectively.

RESPONSIBILITIES & DUTIES

• Provide high-level Tier 23 technical support for end users across Windows and macOS environments networksand IT systems

• Serve as the primary escalation point for L2 / L3 issues assuming ownership through resolution

• Troubleshoot Microsoft products Microsoft 365 Adobe applications Zoom and other business-critical software

• Support andmaintainend-user hardware peripherals printers labelprintersand devices

• Perform advanced diagnostics and coordinate vendorsupportengagement whenrequired

• Lead and mentor junior IT support staff; reinforce troubleshooting escalation and documentation standards

• Participate in and lead IT projects including hardware refreshes deployments and process improvements

• Manage IT asset inventory and lifecycle tracking;AssetTigerexperience preferred

• Maintainaccurateticketing documentationSLA responsetimesand asset records

• Partner with internal teams and vendors to support veterinary clinic operations and home office users

CAREER DEVELOPMENT

Opportunities for career advancement include but are not limited to:

• ITSupportOperations Lead or IT Manager

• Expanded project ownership and cross-functional leadership responsibilities

QUALIFICATIONS & SKILLS

• Advanced troubleshooting and problem-solving skills

• Strong working knowledge of Microsoft Windows and Apple environments

• Experience supporting Microsoft 365 Adobe Zoom and enterprise productivity tools

• Strong leadership organization planning and time-management skills

• Ability to manage multiple escalations and priorities simultaneously

• Excellent communication skills with both technical and non-technical stakeholders

• High levelof accountability and ownership mindset

REQUIREMENTS

• Minimum 7 years of hands-on IT support experience

• Experienceoperatingin an L2 / L3 escalation role

• Experience supporting multi-location or healthcare/veterinary environments preferred

• In-office role based in Dallas TX onsite 5 days per week