Tier 1 Service Desk Technician

Southern Veterinary Partners • Homewood, AL

90d

About The Position

Join the team that supports the teams. At Mission Pet Health's Home Office in Birmingham, AL, our purpose is to provide world-class support to our network of 850+ animal hospitals nationwide. We manage the business side of veterinary medicine—from Finance and HR to IT and Marketing—so our 20,000+ hospital teammates can focus on what they do best: providing exceptional care to pets and their families. We are a veterinarian-led, people-focused, and pet-obsessed organization, founded on the belief that local practices thrive with autonomy and excellent support. Our award-winning culture is powered by our WAG values: Work Together, Amaze, and Grow. This philosophy has helped us be recognized by Newsweek as the #1 Most Loved Workplace in Healthcare and #11 in America for 2024. What’s in it for you at our Home Office? When you join our team, you’re not just starting a job; you’re building a career with a tangible, lasting impact. You can expect unparalleled opportunities for personal and professional development, industry-leading benefits in a culture where your well-being comes first, and the chance to apply your expertise to support the future of veterinary care on a national scale. We’re on a mission to be the greatest veterinary company in the world, and that mission is anchored by the incredible talent in our Home Office. If you're ready to make a difference for thousands of veterinary professionals and countless pets, we’d love for you to be a part of it!

Requirements

• 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.
• Relevant certifications (ITIL 4, CompTIA A+, Network+, Server+) are advantageous.
• Must be willing to work 9 -5 PST/11 - 7 CST/12 - 8 EST and on weekends.

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.

Benefits

• Work with an organization recognized as #1 in Healthcare by Newsweek’s Most Loved Workplaces in 2024.
• Online discount platform.
• Collaborative team of people who live out our WAG values (work together, amaze, grow).
• Competitive salary.
• Health, dental + vision insurance.
• 401K with a company match.
• Life insurance, short-term disability, and telemedicine.
• Upward mobility and growth opportunities.
• Generous paid time off and company-wide holidays.
• Discounted veterinary care for your four-legged family members.
• An opportunity to make a valuable impact on over 800 veterinary hospitals nationwide.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 1,001-5,000 employees