Software Support Administrator

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

Job Purpose/Overview

The Software Support Administrator is a highly technical individual contributor role responsible for advanced software, integration, and IHD support across Antech systems. This role serves as a critical bridge between clinics, PIMS providers, Web Support, and Development teams, ensuring reliable data flow, analyzer communication, and HealthTracks integrations.

This position goes beyond traditional application support by owning day to day troubleshooting of PIMS integrations, analyzer connectivity, HealthTracks workflows, and clinic network configurations, while also supporting case management and escalations within the WSPI/IHD organization. The role requires strong technical depth, excellent customer communication, and the ability to collaborate cross functionally with internal engineering, PIMS vendors, and international support teams.

Essential Duties and Responsibilities

IHD, WSPI & PIMS Integration Support

• Serve as a primary technical resource for Integrated Hardware Diagnostics (IHD)–related issues, ensuring reliable communication between analyzers, local systems, and downstream applications.
• Troubleshoot end-to-end data flow issues involving IHD components, workstation software, device connectivity, and backend systems.
• Provide advanced technical support for PIMS integrations, including configuration, troubleshooting, and ongoing maintenance as it relates to IHD workflows.
• Work directly with clinics, PIMS vendors, third-party partners, and internal teams to resolve complex IHD-driven integration and results delivery issues.
• Support both cloud-based and on-premise environments, focusing on analyzer-to-system communication, data transmission reliability, and integration stability.
• Partner closely with internal WSPI, IHD, Web Support, Product, and Development teams to escalate and resolve high-severity or cross-system issues impacting diagnostics workflows.
• Work closely with veterinary clinic customers in a Technical Support call center environment, demonstrating a calm demeanor, empathy, and professionalism when handling high-pressure or escalated situations, while maintaining a strong customer-focused approach.

HealthTracks & Web Application Integrations

• Configure, support, and troubleshoot HealthTracks and related web application integrations.
• Investigate issues related to results transmission, authentication, permissions, and data visibility.
• Review application logs and system indicators to identify root cause and determine appropriate resolution or escalation.
• Escalate formal defects or complaints when issues cannot be resolved through standard troubleshooting.

Software Installation & Application Support

• Install, configure, and troubleshoot Antech supported software applications and utilities.
• Perform validation testing following fixes, updates, or configuration changes to confirm issue resolution.
• Identify, document, and report software defects, collaborating closely with Development teams on root cause analysis and mitigation strategies.

Analyzer, Device, & Connectivity Support

• Troubleshoot connectivity between laboratory analyzers, devices, and client systems across multiple connection types (USB, serial, LAN, Bluetooth, and WiFi).
• Configure workstation and network settings to support reliable analyzer communication, including static IPs and basic network configuration.
• Diagnose hardware, cabling, and peripheral issues and coordinate replacements or next steps when required.

General IT & Network Troubleshooting

• Provide advanced troubleshooting for workstation, peripheral, and connectivity issues impacting software or analyzer performance.
• Identify and resolve conflicts related to firewalls, antivirus software, drivers, and operating system configuration.
• Review system and application logs to identify recurring or critical errors.
• Refer clinics to local IT when appropriate while providing advanced technical guidance when IT support is limited or unavailable.

Case Management & Escalations

• Own and manage assigned support cases end to end, ensuring accurate documentation and timely resolution.
• Serve as an escalation point for Tier1 and Tier2 support teams.
• Act as a liaison between Support, IHD, WSPI, Engineering, Product, and external partners to drive coordinated resolution.
• Communicate technical findings, root cause, and next steps clearly to both technical and nontechnical stakeholders.

Documentation & Knowledge Sharing

• Create and maintain internal troubleshooting guides, quick reference documentation, and standard operating procedures.
• Contribute to training materials that enable frontline teams to resolve common issues independently.

Education and Experience

• Bachelor’s degree in computer science, engineering, or equivalent experience.

Knowledge, Skills and Abilities

• 4+ years of experience providing software support, including installation, configuration, and troubleshooting of software applications, peripherals, scanners, printers, and analyzers
• Strong understanding of Windows operating systems, networking fundamentals (TCP/IP, DNS, DHCP), and hardware troubleshooting.
• Working knowledge of relational databases and log analysis.
• Experience supporting API driven or integrated systems.
• Ability to troubleshoot across software, hardware, and network layers.
• Excellent verbal and written communication skills with both technical and nontechnical audiences.
• Proven ability to manage multiple complex issues simultaneously while maintaining high customer satisfaction.
• Strong documentation, organization, and analytical skills.
• Calm, empathetic, and professional demeanor in high pressure situations.

Travel

Travel is not expected for this position.

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding.  The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms.  The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment.  The associate is occasionally required to sit and stoop, bend, kneel, or crouch.  The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment or a remote home office.  The noise level in the work environment is usually moderate.  The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet.  The associate is frequently required to use a calculator; fax, copy machine, and phone system.  The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams.   Environment where pets are present

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

Benefits

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.

Benefits eligiblity is based on employment status.

• Paid Time Off & Holidays

• Medical, Dental, Vision (Multiple Plans Available)

• Basic Life (Company Paid) & Supplemental Life

• Short and Long Term Disability (Company Paid)

• Flexible Spending Accounts/Health Savings Accounts

• Paid Parental Leave

• 401(k) with company match

• Tuition/Continuing Education Reimbursement

• Life Assistance Program

• Pet Care Discounts

Commitment to Equal Employer Opportunities

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers.

Note to Search Firms/Agencies

Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.