Desktop Support Technician II

National Veterinary Associates, Inc.; Red Bank (NJ); On-site; USD 33,000 - 44,000; Full time

Job summary

National Veterinary Associates, Inc. seeks an onsite IT Helpdesk Specialist to provide end-user support for hardware, software, access, and devices. You will respond to walk-in, phone, email, and online requests and escalate vendor issues when needed.

Candidate should have experience with Windows 7/10, Windows Server, Active Directory, Group Policy, DNS/DHCP, and MS Office. Strong customer service and communication skills are essential in a fast-paced veterinary network environment.

Qualifications

• Helpdesk and desktop support experience
• Experience with ITSM/ticketing systems
• Experience with Windows 7/10 and Windows Server 2012/2016
• Active Directory, Group Policy, Remote Desktop Management and Licensing, DNS and DHCP
• MS Office support (Excel, Word, PowerPoint, Outlook)
• Printer configuration and troubleshooting (Direct Connected & Networked)
• Familiarity with PC imaging software such as Acronis, Fog, Ghost
• Networking basics (switches/routers/wireless) and OSI model understanding
• Basic hardware/connectivity skills for laptops and PCs

Responsibilities

• Provide onsite support for hardware, software, access, and device issues.
• Respond to walk-up, phone, email, and online requests for technical support.
• Escalate vendor-specific issues to vendors and coordinate with teams as needed.
• Create knowledge base articles for end-users to address common problems.
• Document, track, and monitor problems using ITSM tools and systems.
• Coordinate with other teams to resolve user problems and provide timely updates.

Skills

Customer service

Communication

Troubleshooting

Escalation

Tools

Windows OS

Active Directory

DNS/DHCP

RDP

Job description

Provides onsite support to end-users for computer, application, system, device, access, and hardware issues. Responds to walk-up, telephone, email, and online requests for technical support. Identifies, researches and resolves complex technical problems. This role will be an advocate for the onsite users within the larger enterprise IT organization. Escalates vendor-specific issues to vendors and supports teams as necessary. Creates knowledge base articles for use but end-users to address common problems. The technical area of responsibility includes standardized technologies and systems. Documents, tracks, and monitors the problem using applicable systems and tools. Will coordinate with other teams or departments to resolve user problems. Works under moderate supervision.

Experience:

• Helpdesk and desktop support experience supporting users at all levels
• ITSM/Ticketing system experience
• Experience with desktop and server operating systems, including experience with Windows 7, Windows 10, and Windows Server2012/2016.
• Application support experience with Active Directory, Group Policy Management, Remote Desktop Management and Licensing, DNS and DHCP
• Supporting/troubleshooting MS Office (Excel, Word, Powerpoint, Outlook)
• Printer configuration and troubleshoot (Direct Connected & Networked)
• Familiarity with PC imaging software such as Acronis, Fog, Ghost
• Switches/routers/wireless networks (basic troubleshooting - Onsite & remote) - ability to traverse the first three layers of the OSI model in effectively troubleshooting
• Basic connectivity of laptops, PCs, etc.

Attributes:

• Demonstrates good customer service skills and empathy.
• Professional presentation
• Great communication skills with users of all ages/skill levels/etc.
• Ability to multi-task
• Strong desire to solve problems and make things better
• Thinks clearly in difficult situations and knows when to **escalate** and ask for help
• Ability to work calmly in urgent or stressful situations
• Highly Self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in and contributing to a team-oriented, collaborative environment.

Soft Skills:

• Ability to multi-task well
• Ability to think out of the box, troubleshoot, and resolve/know when to **escalate**
• Able to work calmly in urgent situations
• Highly self-motivated
• Keen attention to detail
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation.
• Experience working in a collaborative team environment.
• Take the initiative to make things better.
• Lead by example.

FLSA Classification: Non-Exempt

The hourly range for this full-time position is $24.28-$32.30. Our ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

*This role is not open to receiving agency candidates and any contingent submissions will not be honored.