Software Support Administrator

Antech•Loveland, CO

3d•$60,000 - $79,000

About The Position

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care. Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs. The Target Pay Range for this position is as follows: • Loveland, Colorado: The Target Pay Range for this position is $60,000-$75,000 annually. • Fountain Valley, California: The Target Pay Range for this position is $63,000 - $79,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget. Job Purpose/Overview The Software Support Administrator is a highly technical individual contributor role responsible for advanced software, integration, and IHD support across Antech systems. This role serves as a critical bridge between clinics, PIMS providers, Web Support, and Development teams, ensuring reliable data flow, analyzer communication, and HealthTracks integrations. This position goes beyond traditional application support by owning day to day troubleshooting of PIMS integrations, analyzer connectivity, HealthTracks workflows, and clinic network configurations, while also supporting case management and escalations within the WSPI/IHD organization. The role requires strong technical depth, excellent customer communication, and the ability to collaborate cross functionally with internal engineering, PIMS vendors, and international support teams.

Requirements

Bachelor’s degree in computer science, engineering, or equivalent experience.
4+ years of experience providing software support, including installation, configuration, and troubleshooting of software applications, peripherals, scanners, printers, and analyzers
Strong understanding of Windows operating systems, networking fundamentals (TCP/IP, DNS, DHCP), and hardware troubleshooting.
Working knowledge of relational databases and log analysis.
Experience supporting API driven or integrated systems.
Ability to troubleshoot across software, hardware, and network layers.
Excellent verbal and written communication skills with both technical and nontechnical audiences.
Proven ability to manage multiple complex issues simultaneously while maintaining high customer satisfaction.
Strong documentation, organization, and analytical skills.
Calm, empathetic, and professional demeanor in high pressure situations.

Responsibilities

IHD, WSPI & PIMS Integration Support Serve as a primary technical resource for Integrated Hardware Diagnostics (IHD)–related issues, ensuring reliable communication between analyzers, local systems, and downstream applications.
Troubleshoot end-to-end data flow issues involving IHD components, workstation software, device connectivity, and backend systems.
Provide advanced technical support for PIMS integrations, including configuration, troubleshooting, and ongoing maintenance as it relates to IHD workflows.
Work directly with clinics, PIMS vendors, third-party partners, and internal teams to resolve complex IHD-driven integration and results delivery issues.
Support both cloud-based and on-premise environments, focusing on analyzer-to-system communication, data transmission reliability, and integration stability.
Partner closely with internal WSPI, IHD, Web Support, Product, and Development teams to escalate and resolve high-severity or cross-system issues impacting diagnostics workflows.
Work closely with veterinary clinic customers in a Technical Support call center environment, demonstrating a calm demeanor, empathy, and professionalism when handling high-pressure or escalated situations, while maintaining a strong customer-focused approach.
HealthTracks & Web Application Integrations Configure, support, and troubleshoot HealthTracks and related web application integrations.
Investigate issues related to results transmission, authentication, permissions, and data visibility.
Review application logs and system indicators to identify root cause and determine appropriate resolution or escalation.
Escalate formal defects or complaints when issues cannot be resolved through standard troubleshooting.
Software Installation & Application Support Install, configure, and troubleshoot Antech supported software applications and utilities.
Perform validation testing following fixes, updates, or configuration changes to confirm issue resolution.
Identify, document, and report software defects, collaborating closely with Development teams on root cause analysis and mitigation strategies.
Analyzer, Device, & Connectivity Support Troubleshoot connectivity between laboratory analyzers, devices, and client systems across multiple connection types (USB, serial, LAN, Bluetooth, and WiFi).
Configure workstation and network settings to support reliable analyzer communication, including static IPs and basic network configuration.
Diagnose hardware, cabling, and peripheral issues and coordinate replacements or next steps when required.
General IT & Network Troubleshooting Provide advanced troubleshooting for workstation, peripheral, and connectivity issues impacting software or analyzer performance.
Identify and resolve conflicts related to firewalls, antivirus software, drivers, and operating system configuration.
Review system and application logs to identify recurring or critical errors.
Refer clinics to local IT when appropriate while providing advanced technical guidance when IT support is limited or unavailable.
Case Management & Escalations Own and manage assigned support cases end to end, ensuring accurate documentation and timely resolution.
Serve as an escalation point for Tier1 and Tier2 support teams.
Act as a liaison between Support, IHD, WSPI, Engineering, Product, and external partners to drive coordinated resolution.
Communicate technical findings, root cause, and next steps clearly to both technical and nontechnical stakeholders.
Documentation & Knowledge Sharing Create and maintain internal troubleshooting guides, quick reference documentation, and standard operating procedures.
Contribute to training materials that enable frontline teams to resolve common issues independently.