Desktop Support Analyst

Lap of Love

Lutz (FL)

Hybrid

USD 50,000 - 55,000

Full time

8 days ago

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Benefits offered by this job

Health Insurance Plan (Medical)

Dental and Vision Plans

Retirement Plan (Traditional 401k with

Paid Time Off

Bereavement Leave

Paid Parental Leave

Wellness Resources

Life Insurance (Basic, Voluntary, and

Disability Insurance (Short & Long)

Training & Development

Pet Insurance

Job summary

Lap of Love Veterinary Hospice, headquartered in Lutz, FL, seeks a Desktop Support Analyst to support the Systems Administration team. Join a growing IT group responsible for computers, VoIP, printers, servers, and other systems. This junior role offers growth opportunities and on-the-job learning.

The position is hybrid, with a mix of in-office and remote work, and reports to the Service Desk Manager within Innovation and Technology.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, System Administration, or another related field preferred.
Minimum of 1-3 years of system or desktop administration experience preferred.
Ability to troubleshoot hardware, software, and OS issues on Windows and MacOS machines.

Responsibilities

Perform initial triage and response to all incoming support requests from Lap of Love staff.
Prioritize and escalate issues as needed while maintaining ownership until resolution.
Install, troubleshoot, and update all software on Lap of Love laptops and desktops.
Troubleshoot Zoom Phone and Five9 Contact Center issues.
Maintain IT knowledge-base and asset management documentation.
Manage employee onboarding and offboarding equipment lifecycle.

Skills

Windows

MacOS

Azure AD

Office 365

Google Workspace

VoIP troubleshooting

Desktop deployment

Technical documentation

Education

Bachelor’s degree in Computer Science, IT, System Administration

Tools

Zoom Phone

Five9

Job description

Schedule: Monday - Friday; 8AM - 5PM or 9AM - 6PM ET (this will be discussed during interview process)

Classification: Full Time - Exempt

Salary: $50,000 - $55,000

Reports To: Service Desk Manager

Department: Innovation and Technology

Travel Required: No

Location: Hybrid - 3 days in office, 2 days remote each week

Lap of Love is a national practice dedicated exclusively to in-home end-of-life care for pets. We believe all pets and their families deserve the most compassionate and supportive end-of-life experience. Our veterinarians help pets and their parents with quality of life assessments, pain and anxiety management, end-of-life consultations, and peaceful euthanasia in the comfort of their pet’s favorite place – home.

Position Description

Lap of Love Veterinary Hospice, headquartered in Lutz, FL., seeks to add a key member to its growing team by employing a Desktop Support Analyst to support our Systems Administration team, an extension of the Innovation and Technology department. As the Desktop Support Analyst, this individual will be a member of a team that is responsible for the maintenance, configuration, and reliable operation of Lap of Love’s computer systems, VoIP phones, printers, servers, and other systems. Their primary role will consist of assisting users as the first level of support, installing software, initial configuration of new laptops and desktops, maintaining the Lap of Love asset inventory management, and actively resolving problems and issues to limit work disruptions within the company. This is a junior-level role with the opportunity to learn and grow with the company and includes opportunity for additional responsibilities and advancement.

Essential Functions and Responsibilities

Perform initial triage and response to all incoming support requests from Lap of Love staff
Prioritize and escape issues as needed while maintaining ownership of the issue until resolution
Install, troubleshoot, and update all software on Lap of Love Laptops and Desktops
Perform initial triage and response to all Zoom Phone and Five9 Contact Center issues
Troubleshooting hardware and software issues using diagnostics, triage, and documentation
Assist in the creation and maintenance of the Lap of Love IT knowledge-base and documentation
Assist in the maintenance of Lap of Love’s asset management system
Provide guidance to users on proper use of hardware and software features
Perform additional tasks as delegated by the system administration team
Manage the employee onboarding and offboarding equipment lifecycle

Experience, Education, and Requirements

Bachelor’s degree in Computer Science, Information Technology, System Administration, or another related field, preferred
Minimum of 1-3 years of system or desktop administration experience, preferred
Ability to troubleshoot hardware, software, and operating system issues on Windows and MacOS machines.
Foundational knowledge of Azure Active Directory, Office 365, and Google Workspace
Experience troubleshooting VoIP issues in Zoom Phone or similar
Experience with desktop deployment for both Windows and MacOS
Ability to prioritize tasks based on urgency and impact with little direction
Ability to write concise and detailed technical documentation
High attention to detail and accuracy
Ability to confidently engage with staff at all levels and across multiple parts of our organization, while offering a best-in-class service experience
Self-starter with excellent follow-up skills, knowing what needs to be done and taking initiative to do so without hesitation

Physical and Other Job Requirements

Able to sit for prolonged periods of time of up to 8 hours per day
Able to frequently communicate by telephone and through use of computer technologies, including but not limited to email, video conferencing, and instant message.
Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard for prolonged periods of time of up to 8 hours per day
Able to multitask using multiple computer tabs/platforms while engaging in conversation
Able to quickly learn custom software
Access to reliable and secure internet
Maintain confidentiality of all patient, client, and business information
Comply with all applicable laws, regulations, policies, procedures, and guidelines

This job posting is not intended to be an exhaustive list of duties, but it aims to highlight the typical main responsibilities of the position. At the request of their supervisor, this individual may be asked to perform additional duties or take on additional responsibilities to better meet the needs of their department.