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Mission Pet Health · 1 month ago

Tier 1 Service Desk Technician - Mission Pet Health

Birmingham, AL

Full-time

Onsite

New Grad, Entry Level

Mission Pet Health is a veterinarian-led organization dedicated to supporting local veterinary practices. They are seeking a highly motivated Tier 1 Service Desk Technician who will serve as the first point of contact for technical issues, maintain documentation, and collaborate with other teams to resolve escalated issues.

Health CarePetVeterinary

Responsibilities

Maintain and uphold the Core Values and Mission Statement of Mission Pet Health

Serve as the first point of contact for end users with technical issues via phone and ticket submissions

Create, update and maintain accurate, detailed records of incidents, resolutions, and follow-up actions in ServiceNow

Create, update, and maintain documentation and self-service guides for internal and end user facing Knowledge Bases

Troubleshoot, repair, install, and perform testing activities on various computer equipment, peripherals, data communication, and network systems

Participate in the continuous improvement of IT support processes by identifying trends, proposing solutions, and implementing changes in coordination with higher-tier teams

Collaborate closely with Tier 2 and other departments to ensure timely resolution of escalated issues

Qualification

Diagnosing hardware issuesWindows OS proficiencyMacOS proficiencyRemote troubleshootingNetworking conceptsITIL 4 certificationCompTIA A+ certificationCustomer service skillsProblem-solving skillsTime management skillsTeam collaboration

Required

Customer-oriented and self-motivated, with a strong sense of ownership in resolving issues and providing an exceptional support experience

Collaborative team player who communicates effectively, shares knowledge openly, and supports colleagues to achieve common goals

Strong skills in diagnosing and resolving complex hardware, software, and OS issues

Proficiency with Windows OS and macOS and Microsoft Products

Experience with remote desktop tools and remote troubleshooting

Basic understanding of networking concepts with the ability to perform initial diagnostics and gather detailed information for escalation

Proven experience documenting solutions, creating/updating knowledge base articles, and contributing to self-help resources for end users

Strong problem-solving skills with the ability to independently research, test, and implement solutions

Excellent communication and customer service skills, able to translate technical information into non-technical terms for diverse audiences

Highly organized with effective time management skills and the ability to prioritize multiple active tickets in a high-volume environment

Must be willing to work 9 -5 PST/11 - 7 CST/12 - 8 EST and on weekends

Preferred

Relevant certifications (ITIL 4, CompTIA A+, Network+, Server+) are advantageous

Benefits

Comprehensive coverage including Health, Dental, and Vision insurance, plus 24/7 access to doctors through Teladoc.

401k featuring a generous company match, plus Life Insurance and Short-Term Disability options.

Generous paid time off and company-wide holidays, discounted veterinary care for your pets, and access to an online discount platform.

Company

Mission Pet Health

Mission Pet Health is a vet-owned and managed network of animal hospitals, named #2 on America's Top 100 Most Loved Workplaces® list and #1 in vet care four years running.

Founded in 2017