Description

AZPetVet is seeking an IT Support Technician to join our team!

We are a growing family of animal hospitals with locations throughout the Greater Phoenix area. In 1984, the first practice (Arrow Animal Hospital) opened in the Glendale area. Today, that practice has grown to a family of 22 collaborative hospitals built upon the principle of outstanding patient care and client service.

The IT Support Technician role will provide Level I & II support for internal clients resolving issues with software and various hardware including computers, printers, payment systems, medical equipment, CCTV, etc. Additionally, the Support Technician will participate in projects and initiatives that will provide opportunities to manage small to medium technical projects. Providing support via phone, e-mail, remote connection, and frequent on-site visits. Ideal candidate will be coachable, accountable, and assertive.

Benefits:

• Medical, Dental, Vision, HSA
• Company paid Short-term Disability and Life Insurance
• Paid parental leave
• Paid sick and vacation time

Supervisory Responsibilities:

• None

IT Support Technician Duties/Responsibilities:

• Provide exceptional quality support to our internal clients onsite or remotely, over the phone, or via email to provide solutions to inquiries about hardware or software issues.
• Perform diagnostic tests and troubleshooting to identify clients’ issues
• Develop, document, and implement technical procedures to effectively and promptly address clients’ problems to minimize downtime
• Educate clients on technical best practices.
• Function as liaison between IT and the hospitals and business office 
• Track and communicate any maintenance needs, potential problems, or problem/failure trends.
• Explain and provide IT solutions to customers in non-technical and comprehensible terms
• Operate and work with a variety of software and hardware such as computers, printers, payment systems, medical equipment, external storage devices, computer diagnostic tools, remote access tools etc.
• Perform scheduled maintenance on computer systems to ensure efficient operations
• Repair or replace faulty components of a computer systems and other hardware
• Availability to be on call after business office hours and weekends and may need to work nights and weekends during special projects, updates, and maintenance.
• Daily ticket management. Using the ticket management system; Assigning, responding, documenting actions taken, next steps and setting proper client expectations and meeting expectations set.
• Ensure compliance with Inventory and Asset management systems and processes.

Requirements

IT Support Technician Required Skills/Abilities:

• Strong working knowledge of various computer systems, printers, and peripherals, operating systems including Windows 10 & 11, Android, and Apple iOS, applications such as Office 2013 Office 365, Adobe Acrobat Pro.
• Excellent verbal and written communication skills 
• Strong decision making and critical thinking skills.
• Ability to analyze, diagnose and resolve reported problems, requests, and questions quickly and thoroughly.
• Ability to work with hand and power tools to mount computers, monitors, shelves, racks, and other equipment as needed.
• Must know how to assemble and disassemble computers and other equipment for repairs.
• Ability to document both internal technical and end user documentation (Processes and procedures)
• Ability to conduct technical research via internet, manuals, and other means to support troubleshooting and installation processes.
• Ability to adjust to the varying knowledge and skill levels of the various end users.
• Must have a vehicle and the ability to drive to various hospitals site throughout the Phoenix Metropolitan area.

Education and Experience:

• Work experience of 3 - 5 years installing and providing technical support for Windows based computers, attached peripherals, printers, etc.
• 1–2-year experience documenting internal technical processes as well as non-technical end user processes

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.