Founded in 1996 by drStanley creighton, national veterinary associates (nva) is one of the world’s largest veterinary and pet care service companiesNva owns over 1,300 locations in the us, canada, australia, new zealand and singaporeBacked by jab investors, nva has been rapidly growing, and looks to continue to execute its growth strategy via new acquisitions, advancing pet health technology, growing into ancillary business lines (i.ePet boarding), and expanding in international marketsNva’s culture supports the company mission: for the love of animals and the people who love them.
Nva is currently searching for a service desk technician (ii) who will provide support to end users for computer, application, system, device, access and hardware issuesResponds to telephone, email and on line requests for technical supportIdentifies, researches and resolves complex technical problemsEscalates vendor specific issues to vendors supports teams as necessaryCreates knowledge base articles for use but end-users to address common problemsTechnical area of responsibility includes standardized technologies and systemsDocuments, tracks, and monitors the problem using applicable systems and toolsMay coordinate with other teams or departments to resolve user problemsGains or has attained full proficiency in a specific area of disciplineWorks under moderate supervisionThis position will require the ability to work a flexible schedule, weekends, and occasional holidays as needed.
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 server/terminal server 2008r2/2012/2016
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.)
Strong documentation skills.
Attributes:
Demonstrates good customer service skills and empathy.
Professional presentation
Great communication skills with users of all ages/skill levels/etc(customer base may not be technically savvy)
Ability to multi task
Strong desire to solve problems and make things better
Thinks clearly in difficult situations and know when to escalate and ask for help
Ability to work calmly in urgent or stressful situations (supporting hospitals where the end users could be in a panic/angry)
Field onsite experience preferred
Validated certification expertise (ex: comptia network+ or equivalent cert preferred
Experience working in and contributing to a team-oriented, collaborative environment
Professional skills
Professional presentation – the executives work in this office
Great communication skills with users of all ages/skill levels/etc(main user base is vets who may not have any technical knowledge)
Ability to multi task well
Ability to think out of the box, troubleshoot and resolve/know when to escalate
Able to work calmly in urgent situations
Highly self-motivated
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation.
Experience working in a collaborative team environment.
Take initiative to make things better.
Lead by example
Has worked in medical or retail environments.
Nva is an equal opportunity employerAll 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 informationThis role is not eligible for visa sponsorshipHiring is contingent on candidate verifying their eligibility to work in the united states and passing a complete background check and drug screen.
This role is not open to receiving agency candidates and any contingent submissions will not be honored.
