What are the responsibilities and job description for the After Hours Service Desk Analyst position at American Veterinary Group?

Job Description

Description

About American Veterinary Group :

At American Veterinary Group (AVG), we are no strangers to growth. In 2022, we hit an exciting milestone : over 135 veterinary practices within our family of hospitals and a footprint that extends across 12 states. We continue to grow and leverage our infrastructure to empower veterinary practices and professionals by providing exceptional support for hospital operations, medical expertise, recruiting, training, marketing, finance, and human resource functions. In short, we serve to support our Family of Hospitals and we got here by caring, listening, and fostering genuine partnerships with each of our veterinary hospitals to empower their strength, expertise, and medical autonomy at the local level.

Today, we get to call the 2,300 hospital employees, including over 300 veterinarians and 125 home office support staff, our colleagues, mentors, and cheerleaders. Tomorrow will bring us even more growth in talent and expertise. And the best part? There’s room for you at the table to also grow and be supported if you join our team!

About the Position :

Are you a tech-savvy individual with a passion for both information technology and animal welfare? Do you enjoy troubleshooting and providing exceptional customer support? If so, we have an exciting opportunity for a Veterinary IT Help Desk Technician to join our dedicated team at American Veterinary Group.

As a Veterinary IT Help Desk Technician , you will play a crucial role in maintaining the smooth functioning of our clinic's IT systems. Your primary responsibility will be to provide technical support to our staff, including veterinarians, veterinary technicians, and administrative personnel, ensuring they can efficiently utilize our digital tools and systems.

Key Responsibilities

Serve as the first point of contact for all IT-related inquiries and issues, providing excellent customer service and prompt resolution of problems.
Troubleshoot hardware, software, network, and connectivity issues for workstations, printers, scanners, and other IT equipment.
Assist in the setup, configuration, and maintenance of veterinary software applications used for patient records, billing, and other clinic operations.
Monitor IT infrastructure to ensure optimal performance, security, and data integrity.
Collaborate with external IT vendors for more complex technical issues or system upgrades.
After hours schedule Monday to Friday 6 : 00PM to 2 : 30AM.
Educate and train staff on the proper use of IT systems and applications.
Maintain accurate records of help desk requests, resolutions, and system changes.
Identify opportunities for process improvements and propose innovative IT solutions.

Skills, Knowledge and Expertise

Associate or Bachelor's degree in Computer Science or a related field (or equivalent practical experience).

Proven experience as an IT Help Desk Technician or in a similar technical support role.

Familiarity with veterinary software systems (e.g., AVImark, Cornerstone) is advantageous.

Strong knowledge of Windows and macOS operating systems.

Proficiency in troubleshooting hardware and software issues for desktops, laptops, and peripherals.

Basic understanding of networking concepts and protocols.

Excellent communication skills, both verbal and written, with the ability to convey technical information in layman's terms.

A passion for providing exceptional customer service and a patient-centered approach.

Experience with Service Desk Plus ticket systems is helpful.

Prior experience working in a veterinary clinic or animal care setting.

Familiarity with medical imaging software used in veterinary practices (e.g., DICOM, PACS).

Certifications in relevant IT fields (e.g., CompTIA A , Network ).

Benefits

Opportunity for career advancement as AVG continues to grow and expand clinic locations throughout the country

Health Care Plan (Medical, Dental & Vision Options)

401k Match

Generous paid time off (PTO)

Six (6) weeks of paid Parental Leave

One (1) Work / Life Balance day off

Short-term and long-term disability options

Supplemental insurance options

Discounted Veterinary Care

Scrub allowance

Hands-on and E-training

Professional growth opportunities

Bonus potential based on performance

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