PIMS Helpdesk & Data Support Specialist

PIMS Helpdesk & Data Support Specialist

We are seeking a detail-oriented and service-focused PIMS Helpdesk & Data Support Specialist to join our veterinary group. This role is critical in supporting hospitals with their Practice Information Management System (PIMS), ensuring timely issue resolution, smooth data migration, and confident system adoption. The successful candidate will act as the first point of contact for hospital teams, asking the right questions to uncover root causes, troubleshooting issues, validating data accuracy during migrations, and collaborating with cross-functional teams to maintain efficient operations across the network.

Key Responsibilities:

Helpdesk Support:

• Serve as the front-line contact for PIMS-related inquiries and issues.
• Triage, prioritize, and resolve tickets submitted via email and ticketing system.
• Use thoughtful, targeted questioning to clarify concerns and uncover the root cause of reported issues.
• Respond promptly with clear, professional, and service-oriented language, ensuring users feel heard and supported.
• Differentiate between urgent (business-critical) and non-urgent issues, aligning response time and escalation accordingly.
• Escalate complex or urgent issues to vendor or internal IT teams as needed.
• Maintain accurate documentation of issues and solutions in the helpdesk knowledge base.
• Monitor and follow up on open tickets to ensure timely resolution.

Data Migration Support:

• Assist with validation of client, patient, medical and financial data during PIMS conversions.
• Perform quality checks on migrated data to confirm accuracy and completeness.
• Flag inconsistencies, missing fields, or inaccuracies for correction prior to go-live.
• Be actively available during go-live periods to provide hands-on support and minimize disruption for hospital teams.
• Document recurring migration issues and contribute to process improvements.

System & Workflow Support:

• Troubleshoot workflow and configuration problems.
• Provide guidance on best practices for accurate and efficient system use.
• Contribute to the creation of quick reference guides, FAQs, and job aids based on common support issues.
• Support hospitals in adapting to system updates or changes with minimal business disruption.

Cross-Functional Collaboration:

• Act as a communication bridge between hospital teams, implementation managers, and vendors.
• Provide structured feedback from the field to inform system enhancements and training needs.
• Partner with implementation teams during rollouts and conversions to ensure clinics are supported throughout the transition.

Performance Monitoring & Reporting:

• Use ticketing and system reports to monitor support demand, resolution success, and user satisfaction.
• Analyze trends to adjust internal workflows, redistribute workload, and ensure resources align with hospital needs.
• Identify gaps in support coverage and contribute recommendations for future planning and staffing.
• Provide insights on recurring issues to guide training, process changes, or system enhancements.
• Contribute to the development of standard operating procedures and best practices that improve efficiency and scalability.

Required Qualifications:

Education & Experience:

• 2+ years of experience in a helpdesk, support, or healthcare operations role.
• Prior experience with veterinary or healthcare PIMS (Provet Cloud, Cornerstone, A VI mark, Impromed, etc.) strongly preferred.
• Experience with data migration, validation, or system implementation projects is an asset.

Technical Skills:

• Strong understanding of PIMS functionality and workflows.
• Familiarity with helpdesk/ticketing systems.
• Ability to troubleshoot both technical and workflow-related issues.

Core Competencies:

• Excellent problem-solving and critical thinking skills.
• Strong questioning and listening skills to uncover root causes quickly and accurately.
• Clear and empathetic communicator with a customer service mindset.
• Strong attention to detail when reviewing data for accuracy.
• Highly organized and able to manage multiple priorities under pressure.
• Collaborative mindset with the ability to work across teams and departments.

What We Offer:

• A frontline role with direct impact on hospital efficiency and patient care.
• Opportunity to support a network-wide PIMS modernization project.
• Comprehensive benefits package including health, dental, and vision insurance.
• Professional development and growth opportunities in IT and operations.
• Competitive salary commensurate with experience.

Success Metrics:

• High first-contact resolution rate for helpdesk tickets.
• Consistently professional, timely, and service-oriented ticket responses.
• Accuracy of migrated data validated prior to go-live.
• Positive feedback from hospital teams on support experience and confidence in system use.
• Documented improvements to recurring issues, processes, and training resources.

At AmeriVet, we're committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities.

Here's what you can expect when you join our team:

• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
• Generous paid time off and holidays, because your personal time matters.
• A supportive, collaborative environment where everyone feels a sense of belonging.

Please note: Any Benefits listed above apply to full-time employees.

At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.