Help Desk Technician

As a Help Desk Technician, you'll be on the front lines of our customer support experience-providing prompt, thoughtful, and technically sound assistance to ensure our clients receive exceptional service beyond the installation phase. Whether it's troubleshooting hardware/software issues, assisting via phone or remote sessions, or working with teammates to solve complex problems, your support helps keep our customers running smoothly and confidently.

This role is part of our Help Desk team and requires strong communication skills, technical aptitude, and a genuine passion for helping others. You'll also participate in our on-call rotation and support various pre-installation and product testing tasks, helping to drive continuous improvement in both customer experience and product quality.

Provide Tier 1 and Tier 2 technical support for corporate team members and pet care centers nationwide.

Troubleshoot and resolve hardware, software, Windows, macOS, printer, network, phone, camera, and cloud service issues.

Manage and prioritize support requests through the IT ticketing system while delivering outstanding customer service.

Create and manage user accounts, permissions, and access within Okta, Active Directory, and Microsoft 365.

Configure, deploy, and support desktops, laptops, mobile devices, and related IT equipment.

Maintain accurate IT asset inventory and assist with equipment procurement and deployment.

Communicate project status and technical updates with team members and Technology staff.

Document solutions and contribute to technical knowledge resources.

Participate in an after-hours on-call rotation (currently approximately once every 6-8 weeks).

Requirements

2 - 5 years IT Help Desk experience supporting Windows / Office 365 Environments

Basic to intermediate understanding of networking and networking principles

Experience supporting macOS devices.

Nice to Haves - Zendesk experience, Okta experience, Azure or AWS experience

Enjoy communicating with and helping team members with a positive, friendly disposition

Great communication skills, ability to listen, empathize and communicate with team members over the phone or email

Learn quickly, self-starter, take direction well

Exceptional troubleshooting skills, detail orientated

Ability to manage multiple projects and meet deadlines.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Work From Home