Tier 1 Service Desk Technician

Service Desk Technician, Tier 1

Join the team that supports the teams. At Mission Pet Health's Home Office in Birmingham, AL, our purpose is to provide world-class support to our network of 850+ animal hospitals nationwide. We manage the business side of veterinary medicine—from Finance and HR to IT and Marketing—so our 20,000+ hospital teammates can focus on what they do best: providing exceptional care to pets and their families.

We are a veterinarian-led, people-focused, and pet-obsessed organization, founded on the belief that local practices thrive with autonomy and excellent support. Our award-winning culture is powered by our WAG values: Work Together, Amaze, and Grow. This philosophy has helped us be recognized by Newsweek as the #1 Most Loved Workplace in Healthcare and #11 in America for 2024.

What’s in it for you at our Home Office? When you join our team, you’re not just starting a job; you’re building a career with a tangible, lasting impact. You can expect:

• Unparalleled opportunities for personal and professional development.
• Industry-leading benefits in a culture where your well-being comes first.
• The chance to apply your expertise to support the future of veterinary care on a national scale.

We’re on a mission to be the greatest veterinary company in the world, and that mission is anchored by the incredible talent in our Home Office. If you're ready to make a difference for thousands of veterinary professionals and countless pets, we’d love for you to be a part of it!

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, you’ll take ownership of complex technical issues. We’re 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.

Benefits:

Work with an organization recognized as #1 in Healthcare by Newsweek’s Most Loved Workplaces in 2024.

• Online discount platform
• Collaborative team of people who live out our WAG values (work together, amaze, grow)
• Competitive salary
• Health, dental + vision insurance
• 401K with a company match
• Life insurance, short-term disability, and telemedicine
• Upward mobility and growth opportunities
• Generous paid time off and company-wide holidays
• Discounted veterinary care for your four-legged family members
• An opportunity to make a valuable impact on over 800 veterinary hospitals nationwide