Desktop Support Analyst

Lap of Love • Lutz, FL

1d • Hybrid

About The Position

Lap of Love Veterinary Hospice seeks a junior-level Desktop Support Analyst to support the Systems Administration team, which is part of the Innovation and Technology department. The role helps maintain, configure, and ensure reliable operation of the company’s computer systems, VoIP phones, printers, servers, and other systems. The analyst provides first-level user support, installs software, performs initial setup of new laptops and desktops, maintains asset inventory, and resolves technical problems to minimize work disruptions. The position offers opportunities to learn, grow, take on additional responsibilities, and advance.

Requirements

• Ability to troubleshoot hardware, software, and operating system issues on Windows and macOS machines.
• Foundational knowledge of Azure Active Directory, Office 365, and Google Workspace.
• Experience troubleshooting VoIP issues in Zoom Phone or similar systems.
• Experience with desktop deployment for both Windows and macOS.
• Ability to prioritize tasks by urgency and impact with little direction.
• Ability to write concise, detailed technical documentation.
• High attention to detail and accuracy.
• Ability to engage confidently with staff at all levels and across multiple parts of the organization while providing a high-quality service experience.
• Self-starter with excellent follow-up skills and initiative.
• Ability to sit for prolonged periods, up to 8 hours per day.
• Ability to frequently communicate by telephone and computer technologies, including email, video conferencing, and instant messaging.
• Manual dexterity and fine motor skills, and ability to operate a computer, read a computer screen, and type on a keyboard for prolonged periods, up to 8 hours per day.
• Ability to multitask across multiple computer tabs and platforms while conversing.
• Ability to quickly learn custom software.
• Access to reliable and secure internet.
• Ability to maintain confidentiality of patient, client, and business information.
• Ability to comply with applicable laws, regulations, policies, procedures, and guidelines.

Nice To Haves

• Bachelor’s degree in Computer Science, Information Technology, System Administration, or another related field.
• 1–3 years of system or desktop administration experience.

Responsibilities

• Perform initial triage and respond to support requests from Lap of Love staff.
• Prioritize and escalate issues as needed, while retaining ownership until resolution.
• Install, troubleshoot, and update software on Lap of Love laptops and desktops.
• Perform initial triage and response for Zoom Phone and Five9 Contact Center issues.
• Troubleshoot hardware and software issues using diagnostics, triage, and documentation.
• Assist with creating and maintaining the IT knowledge base and documentation.
• Assist with maintaining the asset management system.
• Guide users on proper use of hardware and software features.
• Perform additional tasks delegated by the systems administration team.
• Manage equipment through the employee onboarding and offboarding lifecycle.

Benefits

• Medical health insurance plan with a 100% employee-paid HSA option available
• Dental and vision plans
• Traditional 401(k) with 3% match and Roth 401(k)
• Paid time off
• Bereavement leave
• Paid parental leave
• Company-funded mental, financial, and physical wellness resources
• Basic and voluntary life insurance and AD&D
• Short-term and long-term disability insurance
• Training and development
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level