Service Technician II

Ethos Veterinary Health.; California (MO); Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative firm is seeking a dedicated Technical Support Specialist to provide exceptional service to users in a fast-paced environment. This role involves troubleshooting hardware and software issues, managing technical requests, and creating knowledge base articles to enhance user experience. The ideal candidate will demonstrate strong problem-solving skills, effective communication, and the ability to work calmly under pressure. Join a team that values collaboration and continuous improvement, where your contributions will make a significant impact on the efficiency of operations and support for end users. If you're ready to take on a rewarding challenge, this opportunity is for you.

Qualifications

• Experience in helpdesk and desktop support for users at all levels.
• Proficient with Windows operating systems and ITSM tools.

Responsibilities

• Provide technical support via phone, email, and online requests.
• Document and resolve technical issues while meeting service targets.

Skills

Helpdesk Support

Desktop Support

Customer Service Skills

Problem Solving

Communication Skills

Multitasking

Analytical Skills

Tools

ITSM / Ticketing Systems

Windows 7

Windows 10

Active Directory

Group Policy Management

Remote Desktop Management

PC Imaging Software

DNS and DHCP

Job description

Description :

Provides support to end users for hardware, software and access issues via phone. Responds to telephone, email and online requests for technical support. Efficiently identifies, researches, documents, and resolves or triages complex technical problems to achieve Service Level targets. Escalates to second level operational teams or vendor specific issues to vendor support teams as necessary. Creates knowledge base articles for Service Desk reuse and or for use by end-users to address common problems. Ability to identify and escalate trends and problems within the environment. Documents, troubleshoots, and resolves or escalates tickets using applicable systems and tools. Requires scheduling flexibility to cover on call and afterhours support as needed. Must be able to work efficiently with minimal supervision to achieve performance KPI’s such as Contacts Handled, Call Quality Scores, Resolution and Ticket Reopen Rate.

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, Windows Server / Terminal Server 2008r2 / 2012 / 2016.
• Application support experience with Active Directory, Group Policy Management, Remote Desktop Management and Licensing, DNS and DHCP
• Printer configuration and troubleshooting (Direct Connected & Networked)
• Familiarity with PC imaging software such as Acronis, Fog, Ghost
• Basic troubleshooting of switches, routers, and wireless networks - ability to traverse the first three layers of the OSI model effectively
• Basic connectivity of laptops, PCs, etc.
• Active Directory & Exchange (Accounts, Logins, Password Resets)

Attributes :

• Demonstrates good customer service skills and empathy.
• Professional presentation
• Great communication skills with users of all ages and skill levels (Customer base may not be technically savvy)
• Scheduling flexibility
• Ability to multitask
• Strong desire to solve problems and improve processes
• Thinks clearly in difficult situations and knows when to escalate and ask for help
• Ability to work calmly in urgent or stressful situations (Supporting hospitals where end users could be in a panic or upset)
• 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 :

• Exceptional customer service orientation.
• Professional presentation – the executives work in this office
• Great communication skills with users of all ages and skill levels (main user base is vets who may not have any technical knowledge)
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to multitask well
• Ability to think outside the box, troubleshoot and resolve issues, and know when to escalate
• Able to work calmly in urgent situations
• Highly self-motivated
• Keen attention to detail
• Proven analytical and problem-solving abilities.
• Experience working in a collaborative team environment.
• Take initiative to make improvements.
• Lead by example.

Remote Position

Work Schedule : Monday through Friday

11am PST to 8pm PST

The base hourly range for this position is $22 - $27. Our pay ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.