Service Desk Administrator

Vetcor is seeking our next Service Desk Administrator. We are WILD about people that share a love for animals. We are a veterinarian-led team with 900+ veterinary offices in 43 states and Canada executing our mission to enhance the health and well-being of pets and their people. If you love pets as much as you love working with people, join us – we think there is something paws-itively special in store for you!

The Service Desk Administrator is responsible for addressing the technology needs of our veterinary offices by providing world-class customer service and support. This role requires a focus on customer service and strong technical and project management skills. Providing exemplary customer support is critical to our white-glove approach with our veterinary care teams, and this role is expected to uphold high service standards with each interaction.  You will be responsible for implementing technology upgrades/replacements for existing veterinary offices, including workstations, monitors, phones, printers, and networking equipment.

The Service Administrator also aids in managing and executing projects, including hardware and software upgrades, network infrastructure upgrades, technology training, and supporting business process changes. This position may require some travel throughout the US and is a fully remote role. 

Our technology suite consists primarily of HP and Dell servers and clients, Meraki networking and wireless, VMware/Hyper-V virtual environments, Windows 10, and Windows Server 2016/2019. All equipment is on a 5-year refresh cycle to ensure stable reliability and the ability to use innovative technologies.

Role Duties and Responsibilities

• Review needs of new acquisitions, including workstations, monitors, phones, printers, and network equipment.
• Plan and implement upgrades/replacements for existing veterinary offices.
• Provide remote and on-site support as needed to resolve all technical issues and concerns.
• Monitor helpdesk tracking software and prioritize workload with incoming incidents to ensure all incidents are resolved promptly.
• Escalate issues to the System Administrators group as necessary.
• Serve as a subject matter expert on all core systems to be able to resolve customer issues.
• Provide exemplary customer support.
• Perform other projects and duties as assigned by the manager.
• Communication with the manager and operations team on ongoing issues
• Regularly update the manager on project status and any approval needed for equipment

Job Requirements

• Bachelor's Degree in Business Administration, Information Systems, or related studies preferred
• Minimum 5 years experience in Information Technology
• Excellent customer service skills
• Expert in desktop hardware, Microsoft client operating systems, and software
• Exposure to Microsoft server operating system and server platforms
• Strong networking experience
• VOIP phone system experience
• Strong work ethic with a focus on quality, results, and customer satisfaction
• Exceptional problem-solving skills
• Experience with virtualization,
• AWS or Azure experience is a plus
• Strong written and verbal communication skills
• Excellent organizational skills
• Must be able to multi-task and excel in fast-paced, competing deadline situations.
• Ability to correctly decide when to escalate issues to the next level.
• Ability to work well in a team environment.

Key attributes for success

• Be smart.
• Work hard.
• Play well with others.

Sounds like your furry friend, right?