Service Desk Technician II

Summary

Join Veterinary Practice Partners (VPP) as a Service Desk Technician II and provide technical assistance to users nationwide, acting as a technical escalation resource for IT team members. You will resolve complex hardware, software, and networking issues, serving as the primary IT point-of-contact. This remote role involves troubleshooting, documenting user requests, and testing new technologies. Onsite visits to nearby veterinary hospitals will be required. The position demands excellent communication, quick decision-making, and the ability to handle multiple priorities effectively. You will mentor junior technicians and collaborate with vendors to resolve issues. This is a chance to contribute to a growing, dynamic company.

Requirements

• Excellent communications abilities
• Great troubleshooting skills
• 5-7 years’ experience in a service technician role that provided support for local and remote users
• Experienced with repair of most hardware (desktops, laptops, servers) platforms
• Expert with Inkjet printers, laser printers, scanners. copy machines, multi-function devices and label printers (HP, Dell, Brother, Canon, Zebra & Dymo Label Printers)
• Expert with legacy and current Windows and Apple Operating systems
• Great with Microsoft/Office 365
• Great with Active Directory (manage user accounts, working knowledge of Group Policy)
• CompTIA A+ Certification or equivalent required
• CompTIA Network+ Certification or equivalent required

Responsibilities

• Provide technical escalation and mentorship to other team members
• Provide local and remote technical support to staff
• Provide desktop, laptop and printer support for Windows and Apple clients
• Provide support for local and internet network 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

Preferred Qualifications

• Strong analytical and methodical troubleshooting skills
• Ability to deal with ambiguity in a fast-paced, evolving
• Ability to work well under pressure and with constantly changing priorities, while keeping cool and professional
• Microsoft Certified Professional or equivalent Apple certification preferred
• Familiarity with Windows Server 2008R2, 2012, 2012R2, 2016, 2019 preferred but not required