Sr. Help Desk Technician- Tier 2

MedVet•Garden City, ID

31d•$23 - $30

About The Position

MedVet is the largest family of emergency and specialty hospitals owned and led by veterinarians. This distinction means we place the needs of our team first and have unique insight into the challenges our caregivers face and what's needed to provide the best specialty and emergency medicine every time, every day, to everyone. The Sr. Technician - Tier 2 will provide a high level of technical support by handling all escalations from the Technician(s) - Help Desk Support. This individual will also support in the day-to-day operations, which may include ticket assignments, training and mentoring of team members. To ensure MedVet caregivers can continue to deliver the MedVet experience to our patients, clients and Referral Partners, the Sr. Technician - Tier 2 will assist in providing a first line of support to technical issues by responding to telephone calls, emails, personnel and ticket requests. Responsibilities include, but are not limited to Respond to and maintain tickets escalated from Tier 1 and resolve within established SLAs. Participate in change and problem management activities to ensure quality and compliance with ITIL processes. Use remote tools to diagnose and repair complex desktop, laptop, printer, and mobile device issues — including hardware replacement and system configuration. Document, track and monitor issues to ensure a timely resolution. Perform on-site visits to resolve issues that cannot be handled remotely. Escalate issues to the Director, Help Desk as needed. Provides technical training to end- users. Research and recommend purchases of computers, printers, peripherals and software. Work on special projects pertaining to computer equipment and software. Assist with hardware rollouts, imaging, asset management, and lifecycle tracking in coordination with the Inventory & Asset Management Specialist. Maintain accurate technical documentation and contribute to the knowledge base to reduce future escalations. Timely follow up to ensure issue(s) were resolved.

Requirements

Our ideal candidate has a minimum of 2 years of experience in a troubleshooting IT environment.
Bachelor's degree in computer science or related field and/or a combination of work experience, certifications in related field and education
Hands-on knowledge and technical skills maintaining network and server components, information security principles and practices and remote connectivity tools
Excellent customer service disposition
Ability to analyze and resolve complex technical issues and mentor Tier 1 staff
Effectively communicate with all levels of the organization including verbal, written and listening skills
Ability to handle a wide variety of duties with minimal supervision
Ability to multi-task and handle large workloads under time constraints
Results oriented with strong process and execution skills
Experience with incident tracking and service management platforms (e.g., ServiceDesk Plus, ServiceNow)
Ability to work with cross functional teams across multiple functions and locations
Provide on-call support with rotation of evenings, weekends and holidays
Lift and transport moderately heavy objects, such as computers and peripherals
Occasional handling and inspection of components, connections and cables in floors, ceilings and other restrictive areas
Advanced Networking Principles (TCPIP, DHCP, DNS)
Microsoft Office Suite
Microsoft Windows OS (XP, 7, 10)
Apple iOS / MacOS
Frequent standing and bending to install or repair equipment.
Up to 40% travel to hospital locations for on-site support in MedVet's west region.

Nice To Haves

Experience in the healthcare and/or veterinary industry is a plus but not required.

Responsibilities

Respond to and maintain tickets escalated from Tier 1 and resolve within established SLAs.
Participate in change and problem management activities to ensure quality and compliance with ITIL processes.
Use remote tools to diagnose and repair complex desktop, laptop, printer, and mobile device issues — including hardware replacement and system configuration.
Document, track and monitor issues to ensure a timely resolution.
Perform on-site visits to resolve issues that cannot be handled remotely.
Escalate issues to the Director, Help Desk as needed.
Provides technical training to end- users.
Research and recommend purchases of computers, printers, peripherals and software.
Work on special projects pertaining to computer equipment and software.
Assist with hardware rollouts, imaging, asset management, and lifecycle tracking in coordination with the Inventory & Asset Management Specialist.
Maintain accurate technical documentation and contribute to the knowledge base to reduce future escalations.
Timely follow up to ensure issue(s) were resolved.