Tier 1 Service Desk Technician

We are seeking a highly motivated Service Desk Technician, Tier 1 to join our team! The ideal candidate will bring a blend of technical expertise and exceptional customer service skills, paired with a genuine passion for helping others and working with technology. In this role, youll take ownership of complex technical issues. Were looking for someone who thinks creatively, proposes effective solutions, identifies process improvements, and approaches challenges with curiosity and determination.

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.

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.

How You're Supported

As part of the Mission Pet Health Home Office team, you'll be joining a collaborative group of professionals dedicated to supporting our hospital teams and shaping the future of veterinary medicine.

About Mission Pet Health

Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world-class support to its 850 hospital teams on a hyper-local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Learn more at missionpethealth.com.

Driving the award-winning culture are the WAG values – Work Together, Amaze, and Grow. Mission Pet Health is veterinarian-led, people-focused, and on a mission to be the best place to work in veterinary medicine.