IT Support Specialist - Tier 1 Help Desk

ABOUT US

Founded in 1981, Penn Veterinary Supply was created out of the belief that there is a better way to supply veterinarians with products and services. This belief remains at the core of everything we do. We proudly remain a family owned and operated business, free of corporate ownership. This enables us to best meet the needs of our customers on an individual basis without the pressure of answering to shareholders. We strive to set a higher standard of servicing the veterinary profession by focusing on our Power in Partnership model:

• Penn Vet is a Family-Owned Business that values our PEOPLE and yours.
• Our team is dedicated to providing SOLUTIONS for the veterinarians and entire staff at independent, privately held veterinary hospitals.
• We aim to be a true business partner that strives to consistently exceed your SERVICE expectations.
• We select partners who advocate for the importance of the veterinarian's recommendation of PRODUCTS that provide quality, savings, and value.

Penn Vet was born in Lancaster County, Pennsylvania, and has since grown to open branches in Michigan, Florida, and North Carolina.

ABOUT THE POSITION

The IT Support Specialist is responsible to drive and coordinate process improvements within Penn Vet as related to IT solutions with the primary focus on supporting our ERP system and end user technology. This position will provide quick and effective assistance with IT systems to local and remote users utilizing our helpdesk software, phone and/or remote desktop applications. This full-time position will evaluate user requests for information, process changes, and provide helpdesk support. Candidates must be available to work a 1^st shift schedule, with some flexibility, of Monday through Friday at our corporate location in Lancaster, PA.

Essential Responsibilities

• Resolve/triage Helpdesk tickets in a timely manner with professionalism through use of experience, knowledge or peer collaboration. Escalate unresolved issues to appropriate resource with complete documentation of all actions taken in any attempt to resolve.  
• Provides technical support to internal associates by researching and answering questions and troubleshooting problems related to end user software and hardware. 
• Provides assistance with our ERP software by identifying problems, researching answers, and guiding them through corrective steps.
• Improves client references by writing and maintaining documentation.
• In coordination with the Network Administrator and other IT staff, prepares technology deployments for Company associates.
• Cross-trains with other members of the IT Department.
• Assists with end of day and end of month closing as needed.
• Completes other related duties as assigned, customary to department and role.
• Participate in the on-call rotation on Sundays for after hours support.
• Works with hardware and software vendors for repairs, replacements and troubleshooting. 
• Maintain an accurate inventory of all IT hardware assets and manage the hardware life-cycle by repurposing and decommissioning as necessary. 
• Validate employee compliance to IT policy and procedures during all tasks. Take action including reporting or escalating as necessary. 

 Required Knowledge, Skills, and Abilities

• Customer service driven with strong verbal and written communication skills.
• Strong time management and organizational skills required.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to organize one’s own activities and manage multiple priorities independently while also working as an active member on a team.
• Strong verbal and written communication skills.
• Ability and willingness to learn new technologies and processes as introduced.
• Validate employee compliance to IT policy and procedures during all tasks, taking action, reporting, or escalating as necessary.

Required Education and Experience

• Associates degree in Computer Science, Information Technology, or related field; applicable experience or certifications accepted in lieu of degree.
• 1 year experience with configuration and troubleshooting of hardware (laptops, cell phones, printers, etc.) and software.
  
  Candidates with the following preferred experience will stand out from the rest:
• Experience with VAI S2K Enterprise Resource software.
• 1 years’ experience with IBM AS/400 or i series.
• 1 year experience with Microsoft 365 administration, Exchange and Endpoint Manager.
• 1 year Experience with Microsoft Active Directory, Windows 10/11, Windows Server 2016
• SolarWinds Service Desk or other helpdesk software
• CompTIA A or Network certifications
• ITIL Foundational Certification

Penn Veterinary Supply is a drug-free workplace. Candidates are required to successfully pass a pre-employment drug screen and background check. Penn Vet is an Equal Employment Opportunity employer that does not discriminate based on race, color, religion, sex, disability, marital status, age, pregnancy, national origin, protected veteran status, ancestry, genetic information, sexual orientation, or any other characteristic protected by applicable federal or state laws.