Service Desk Technician

Service Desk Technician

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.

At NVA, we are on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we are committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.

Job Description

As a Service Desk Technician, you are our front-line team providing remote support to our hospitals and pet resorts which have a range of different infrastructure designs and unique needs from location to location. You will respond to telephone and online requests for technical support, comprehensively documenting tickets in alignment with ITSM standards and a key focus on delivering exceptional customer experiences. You will leverage documented knowledge to troubleshoot, resolve, and triage issues that encompass all areas of IT, escalating complex issues to next level teams.

Key Responsibilities

• Provide exceptional customer experiences, measured through quality audits and resolution

survey results, by demonstrating empathy, understanding, and service excellence.

• Utilize and contribute to existing documentation within ServiceNow knowledgebases to

resolve issues related to hardware or software applications.

• Hardware support including connectivity, break/fix troubleshooting and diagnosis, for

desktop, laptop, peripherals, CC terminals, mobile devices, and server systems.

• Remote Desktop Management, DNS and DHCP.

• Application support including MS Office, SharePoint, PIMS (Practice Information

Management software), Radiology software, etc.

• Troubleshoot Windows desktop and server environments, including general Windows OS

support and Server application services and dependencies.

• Printer configuration and troubleshooting including networked printers, directly connected

printers, print servers, and PrinterLogic software.

• Basic LAN and WAN troubleshooting, including Managed Switches, Firewalls and Routers,

and Wireless and wired networks.

• Active Directory and Exchange support including Password Resets, Account unlocks, Group

Membership Changes, and Account Provisioning using Cloud Platforms (Azure, Adaxes).

• Work with sense of urgency for P1issues, (critical application or service down for our sites)

ensuring a timely and smooth transfer to next level support if required for resolution.

Soft Skills

• Exceptional customer service orientation

• Consistently demonstrate empathy toward all end users and teammates

• Professional presentation

• Great communication skills with users of all ages/skill levels

• Scheduling flexibility to cover support desk hours as needed

• Ability to multitask

• Ability to effectively prioritize and execute tasks in a high-pressure environment

• Strong desire to solve problems

• Ability to troubleshoot logically and creatively

• Thinks clearly in difficult situations and know 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

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Experience working in and contributing to a team-oriented, collaborative environment.

Requirements

• Two years experience in a technical support role or 2 years’ experience in a customer service

environment

• Technical degree or relevant certifications

• A+, Net+, Security+ Certifications a plus

• ServiceNow experience a plus