What are the responsibilities and job description for the Service Desk Technician - Dallas, TX position at VetCor?
VetCor is looking for a Service Desk Technician based in the Dallas, TX area to assist our veterinary practices with network maintenance and troubleshooting. A strong work ethic with a focus on quality, results, and customer satisfaction are key aspects of this position.
We are WILD about people that share a love for animals. We are a veterinarian-led team with 800 veterinary offices in 45 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!
This role will report to the Service Desk Lead and may allow occasional work-from-home shifts. The hours are 7:00 am to 4:00 pm Monday thru Friday Central Time Zone. The Service Desk Technician is responsible for providing escalation support for work stoppage issues at all times when our veterinary practices are open. Occasionally, project work must be completed during maintenance windows after hours and on weekends.
Service Desk Technician Role Duties and Responsibilities
End-User Support
- Provide remote support to our hospital and Service Center locations as needed to resolve technical issues and concerns.
- Provide occasional on-site support to hospitals when visits are required
- Responsible for new user and computer setups as well as terminations and decommissioned hardware requests according to company policies and procedures
- Promptly respond to work stoppages and other priority cases, handle problem recognition, research, isolation, and customer updates, and provide incident documentation, case resolution, and follow-up for user problems.
- Monitor helpdesk tracking software and prioritize workload with incoming incidents to ensure all incidents are resolved in a timely manner.
- Provide exemplary customer support to our veterinary hospitals.
Projects
- Assist in the execution of technology projects including, but not limited to, hardware refreshes, enterprise software updates, patch management, and compliance remediation.
- Participate in high-visibility projects and be the voice of the end user to ensure that the projects are beneficial to the company.
- Manage and maintain the network for all hospitals and Service Center locations including managing telecom relationships and inventory control, troubleshooting network equipment, and working with end-users to ensure well-performing and reliable networks.
- Perform other projects and duties as assigned by leadership.
Job Requirements
- Minimum 3 years experience in Information Technology and customer service
- Exposure to Microsoft server operating system and server platforms
- Exceptional problem-solving skills
- Strong written and verbal communication skills
- Able to multi-task and excel in fast-paced, competing deadline situations.
- Ability to work well in a team environment.
- Bachelor's Degree in Business Administration, Information Systems, or related studies preferred but not required.
We offer competitive compensation and industry-leading benefits, including medical, dental, vision, STD/LTD, life insurance, 401(k), and a take-what-you-need PTO policy. You also get to work with a passionate team that works hard, plays hard, and enjoys winning by doing the right thing for others.
Work Environment and Physical Demands
This team member is responsible for providing escalation support for work stoppage issues at all times when our offices are open. Occasionally, project work must be completed during maintenance windows after hours and on weekends.
