Sr. Help Desk Technician

Senior Technician, Tier 2

MedVet is the largest network of emergency and specialty hospitals owned and led by veterinarians. This distinction means we place the needs of our team first and have unique insight into the challenges our caregivers face and what's needed to provide the best specialty and emergency medicine every time, every day, to everyone. The Senior Technician, Tier 2 is responsible for owning advanced technical issue resolution and ensuring accurate, disciplined escalation to downstream IT teams. This role exists to protect service delivery flow, maintain clear accountability, and restore caregiver trust through consistent ownership and follow-through. The Senior Technician, Tier 2 accepts work only through defined escalation paths and owns assigned tickets through resolution.

This is a remote work role with quarterly travel to MedVet hospitals in the west region.

Responsibilities Include, But Are Not Limited To

• Resolve complex technical issues escalated from Tier 1 in accordance with the MedVet IT Service Delivery System.
• Own assigned Tier 2 tickets end-to-end, maintaining accountability through closure or formal escalation.
• Perform advanced troubleshooting across systems, applications, and environments within Tier 2 scope.
• Validate escalation targets and ensure all required technical context is complete before transferring ownership to downstream teams.
• Communicate directly with Caregivers while owning tickets, providing clear status updates and expectations.
• Use defined ticket statuses accurately and consistently to reflect ownership and progress.
• Participate in shared on-call rotation as scheduled.
• Perform onsite support when issues cannot be resolved remotely, with Service Desk Manager awareness.
• Maintain accurate documentation of troubleshooting steps, resolutions, and escalation rationale.

Knowledge, Skills, and Abilities

Our ideal candidate has a minimum of 2 years of experience in a troubleshooting IT environment. Experience in the healthcare and/or veterinary industry is a plus but not required. In addition, this position requires:

• Demonstrated experience resolving complex technical issues in an IT support environment.
• Strong analytical and troubleshooting skills with the ability to isolate root causes.
• Clear written and verbal communication skills, including technical documentation.
• Ability to manage multiple active tickets while maintaining ownership discipline.
• Experience working in multi-site or distributed environments preferred.
• Familiarity with structured service delivery or IT service management workflows.

Education and Experience Experience-first role. A bachelor's degree or formal certifications may be beneficial but are not required. Equivalent professional experience demonstrating advanced technical support capability is acceptable. The posted range for this position is $22.75-$35.00 Hr. which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. MedVet offers a full benefits package, including paid time off, health insurance, dental, vision, and 401K. Come as you are. MedVet is an equal opportunity employer. We are also a drug-free organization; therefore, employment with MedVet is dependent upon the passing of a drug screen and background check. MedVet does not accept unsolicited resumes from third-party recruiters.