Service Desk Technician

Vetpracticepartners; Waltham (MA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Desk Technician to join their dynamic team. This role involves resolving hardware, software, and networking issues while providing exceptional customer support. The ideal candidate will have strong troubleshooting skills and the ability to communicate effectively with both technical and non-technical users. You'll work with a variety of technologies, including Windows and Apple systems, and utilize a ticketing system to manage user incidents. If you thrive in a fast-paced environment and enjoy helping others, this opportunity is perfect for you.

Qualifications

• 3+ years’ experience in a service technician role providing support.
• Proficiency with Windows and Apple operating systems.
• Excellent communication and customer support skills.

Responsibilities

• Troubleshoot and resolve hardware and software issues.
• Provide support for Windows and Apple clients.
• Log and document all user requests in the Service Desk.

Skills

Technical Support

Communication Skills

Troubleshooting

Windows Operating Systems

Apple Operating Systems

Active Directory

Customer Support

Education

CompTIA A+ Certification

CompTIA Network+ Certification

Tools

Zendesk

Microsoft Office 365

Dell Hardware

Printers (HP, Dell, Brother)

Job description

Veterinary Practice Partners (VPP) is a management company that forms joint ventures with Veterinarians to co-own and run their veterinary practices. Once the joint venture is formed, VPP provides support and leadership for marketing, financial, operations, IT, and human resources functions while the veterinarian leads the clinical and client services functions. VPP currently has over 150 partner hospitals with 3,000+ employees and continued growth. VPP is a dynamic, profitable, growth company with strong financial private equity backing.

Summary:

The Service Desk Technician is responsible for resolving hardware, software, and networking issues, working closely with users to diagnose, analyze, and solve technical problems efficiently. Using a Service Desk ticketing system (Zendesk), the VPP Service Desk serves as the primary IT point of contact, managing user incidents with support from IT system administration, network teams, and software management teams.

Key responsibilities include troubleshooting and resolving issues related to computer software, hardware, veterinary-specific applications, and operating systems (Windows and Apple; both workstation and server). The Service Desk Technician is also responsible for troubleshooting and resolving phone, network, and internet issues. They log and document all user requests in the Service Desk, keeping tickets updated with the status until resolution.

This is an in person role.

Effective communication is essential, as Service Desk Technicians must be able to interact clearly with non-technical users and provide updates in a timely manner. They must also be able to make quick, informed decisions to resolve issues, whether working independently or as part of a team. Additional responsibilities include testing and deploying new hardware and software, managing computer installations, and ensuring users are kept informed of the status of their tickets until issues are fully resolved.

Essential Duties and Responsibilities:

• Provide remote technical support to staff.
• Provide desktop, laptop and printer support for Windows and Apple clients
• Provide support for local and network related 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.

Qualifications:

• Excellent communications abilities.
• 3+ years’ experience in a service technician role that provided support for local and remote users.
• Familiar with Dell hardware (desktops, laptops, servers).
• Proficiency with Inkjet printers, laser printers, scanners. copy machines, multi-function devices and label printers (HP, Dell, Brother, Canon, Zebra & Dymo Label Printers).
• Proficiency with legacy and current Windows and Apple Operating systems.
• Proficiency with Microsoft/Office 365
• Proficiency with Active Directory (manage user accounts, working knowledge of Group Policy).
• Familiarity with Windows Server 2008R2, 2012, 2012R2, 2016, 2019 preferred but not required.
• CompTIA A+ Certification or equivalent required.
• CompTIA Network+ Certification or equivalent preferred.

Ideal Candidates will Possess:

• Strong analytical and methodical troubleshooting skills
• Ability to deal with ambiguity in a fast-paced, evolving environment.
• Ability to work well under pressure and with constantly changing priorities.

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