Support Technician

Job Description Support Technician Position Requirements Description: Provides support to end-users for computer, application, system, device, access, and hardware issues. Hybrid schedule, primarily remote with requirements to work on site as needed. Respond to telephone, email, online and walk-up requests for technical support. Identifies, researches, and resolves complex technical problems. This role will be an advocate for Support Center users within the larger enterprise IT organization. Escalates vendor-specific issues to vendors supports teams as necessary. Creates knowledge base articles for Service Desk reuse and or for use by end-users to address common problems. The technical area of responsibility includes standardized technologies and systems. Documents, tracks, and monitors the problem using applicable systems and tools. Will coordinate with other teams or departments to resolve user problems. Requires scheduling flexibility to cover on-call and after-hours support as needed. Must be able to work efficiently with minimal supervision to achieve performance KPI's such as Service Level targets, Customer Satisfaction Rating, Resolution and Ticket Reopen Rate. Experience: Helpdesk and desktop support experience supporting users at all levels ITSM/Ticketing system experience Experience with desktop and server operating systems, including experience with Windows 7, Windows 10, Windows Server2012/2016 Application support experience with Active Directory, Group Policy Management, Remote Desktop Management and Licensing, DNS and DHCP Supporting/troubleshooting MS Office (Excel, Word, Powerpoint, Outlook) Printer configuration and troubleshoot (Direct Connected & Networked) Familiarity with PC imaging software such as Acronis, Fog, Ghost Switches/routers/wireless networks (basic troubleshooting - Onsite & remote) - ability to traverse the first three layers of the OSI model in effectively troubleshooting Basic connectivity of laptops, PCs, etc. Mobile Device Configuration/Support (smart phone, tablet) Active Directory & Exchange (Accounts, Logins, Password Resets etc.) Knowledge documentation Attributes: Exceptional customer service orientation Great communication skills with users of all ages/skill levels/etc. Professional presentation - the executives work in this office Scheduling flexibility Leads by example Strong desire to solve problems and make things better Keen attention to detail Highly self-motivated and directed Soft Skills: Embody exceptional customer service skills and empathy Work calmly and think clearly in urgent or difficult situations Proven analytical and problem-solving abilities Effectively prioritize and execute tasks in a high-pressure environment Experience working in and contributing to a team-oriented, collaborative environment Think out of the box, troubleshoot and resolve/know when to escalate Proven analytical and problem-solving abilities Strong documentation skills Ability to multitask National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them. NVA, a community of approximately 1,400 premier locations consisting primarily of general practice veterinary hospitals in addition to equine hospitals and pet resorts, and Ethos Veterinary Health, which consists of 145 world-class specialty and emergency hospitals, are rooted in a culture of compassion and innovation. NVA and Ethos Veterinary Health's innovative, collaborative approach underpins a shared commitment to delivering exceptional veterinary care. For more information, visit . NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act. NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. < Back to search results