IT Service Desk Technician II

Overview

Mission Veterinary Partners (MVP) is adding an IT Service Desk Technician II

to be an important member of our growing IT Department.

Job Summary : In this position, you will help solve tier 2 level ticket requests from our hospitals and internal IT service desk technicians with most support being handled remotely over the phone.

You will assist with the ticketing queue to ensure all requests and tickets are prioritized, addressed, and resolved within the required timelines.

This position can be remote if not local to the area. If you are local we do offer a hybrid option. We are growing the IT Service Desk team and would love for you to join our team.

Responsibilities

Essential Functions :

The following duties and responsibilities generally reflect the expectations of this job but are not intended to be all inclusive.

The essential functions include the most significant tasks and are the essence of why the role exists; removing an essential duty would fundamentally alter the role.

• Serves as the POC for first level support escalations
• Works within support queues to assist with ticket support if needed
• Receive incoming calls as to assist with overflow if needed
• Works with third party vendors to submit support request / issues
• Assist with business and IT projects as needed
• Utilize a ticket system to document and summarize issues
• Receive escalated issues through call center phone system
• Configure computer systems, diagnose hardware / software faults
• Demonstrated critical thinking / problem solving ability
• Attends weekly status meetings and internal training sessions as needed
• Participate in rotational on-call support schedule for urgent issues
• Maintaining, organizing, and distributing IT inventory if local
• Assist with business and IT projects as needed

Additional Functions :

Performs other related duties as assigned.

Travel required : Less than 10%

Qualifications

Required Knowledge, Skills and Abilities :

The knowledge, skills, and abilities which are required to be able to perform the Essential Functions of this position.

• Office 365 suite support
• Strong troubleshooting skills, creative resolver, and a self-starter
• Proven ability to communicate technical information that is easily understood by others
• Proficient with MS operating systems WIN 10 / WIN 11
• Strong time management and organization skills
• Passion for excellence and white glove service
• Experience with Networking, Printers, and label printers
• 2 years' experience with Server 2008 R2, Server 2012 R2, and Server 2016
• Knowledge and support for VOIP System - Ring Central

Required Education and Experience :

The education level and amount of experience which are required to be able to perform the Essential Functions. This should include any required certifications and licenses.

3 years of related IT support experience

Physical Requirements :

Ability to lift 50 pounds

Reasonable Accommodations

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.

If you need a reasonable accommodation in order to perform the essential functions of a position, please send an e-mail to benefits@mvetpartners.

com and let us know the nature of your request and your contact information.

Mission Veterinary Partners (MVP) is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state, or local law.

We embrace diversity and are committed to creating an inclusive environment for all employees.