Help Desk Analyst

Salary Range: $60,000/year commensurate with licensure and experience

Position Summary: 

We are seeking an experienced and proactive IT Help Desk Analyst to join our growing internal IT team. You will play a critical role in supporting over 50 veterinary practice locations across the eastern United States. This role is ideal for someone who thrives in a fast-paced, customer-focused environment and is passionate about solving technical challenges. While primarily remote, this role may involve occasional travel to local clinics to ensure hardware and local networking are functioning optimally. 

Primary Responsibilities:

• Respond to all incoming support requests via the Jira Service Desk ticketing system, email, Teams chats and phone. 
• Troubleshoot hardware, software, and network issues remotely using RMM and other remote support tools. 
• Support veterinary practice management systems including Idexx Cornerstone, Avimark, and EzyVet. 
• Assist with troubleshooting VoIP/FreePBX phone systems and cloudbased telephony. 
• Handle onboarding/offboarding processes, account provisioning, and device configuration. 
• Assist with Microsoft Intune Autopilot setup and remote deployment of devices. 
• Document all support interactions and resolutions in the ticketing system. 
• Maintain accurate inventory of IT assets using our ITSM platform. 
• Identify recurring issues and recommend improvements. 
• Work closely with the Director of IT and other IT team members to escalate complex issues. 
• Coordinate with external vendors and software providers for specialized or onsite support.
• Provide friendly, clear, and empathetic support to clinical staff. 
• Provide guidance and training to end-users on best practices, security and productivity tools. 

Qualifications:

• 2+ years of IT help desk experience and 3+ years in customer service or technical support. 
• Strong knowledge of Windows OS, Microsoft 365, Azure Entra, and remote support tools. 
• Experience with Jira Service Desk, Tactical RMM, and Splashtop preferred. 
• Familiarity with network basics (DHCP, DNS, VPN, WiFi troubleshooting). 
• Knowledge of VOIP/cloud-based phone systems and IT security best practices. 
• Excellent communication skills and ability to research and resolve issues independently. 
• Associate degree in IT or equivalent experience preferred. 

Bonus Qualifications 

• Experience supporting veterinary practice management software. 
• Prior exposure to Intune, Autopilot, or cloud device management. 
• Any Tier 2 level troubleshooting, scripting, advanced networking, or M365 admin. 

Travel Requirements:

• Remote-only role; candidates must have reliable home internet access. 
• This role requires flexibility to provide support during practice operating hours, which may include evenings and weekends as needed.