IT Support Analyst

Description

IT Support Analyst

Austin, TX

Hybrid (in office Tuesday, Wednesday and Thursday)

Thrive Pet Healthcare is looking for a full time IT Support Analyst to join us in Austin, TX!

You give so much of yourself to work—at Thrive Pet Healthcare, we recognize the impact you make every day. Across our Support Office teams, you’ll partner closely with leaders and colleagues nationwide to shape the future of veterinary care. You’ll do it with the support, tools, and community you need to thrive.

As part of a community of 360+ hospitals and a growing corporate team, you’ll be appreciated for who you are, the expertise you bring, and the impact you make across our organization.

The IT Support Analyst provides frontline technical support to Thrive team members by resolving common hardware, software, access, printing, Microsoft 365, and approved business application issues. This role owns assigned incidents and service requests from initial contact through resolution or escalation, maintains clear and accurate ticket documentation, and provides responsive and supportive customer experience. The analyst will follow established procedures, use approved support tools, and elevate issues when additional technical expertise or vendor assistance is required.

We’re looking for a IT Support Analyst to join the Thrive Pet Healthcare Support Office team.

In this role, you’ll play a meaningful part in advancing our organization’s priorities and supporting our hospital teams. Your expertise will help improve processes, elevate the employee and client experience, and strengthen the operational foundation of a growing, nationwide veterinary network.

• Technical Support & Troubleshooting:
  Resolve hardware, software, Microsoft 365, Windows, access, printer, peripheral, and approved business application issues for onsite and remote team members.
• Ticket Ownership & Service Delivery:
  Manage assigned support tickets from initial troubleshooting through resolution, customer follow-up, documentation, or appropriate escalation.
• Systems & Application Support:
  Support Microsoft 365, approved software, device management tools, PIMS, and location-specific technology using established procedures and security standards.
• Customer Service & Continuous Improvement:
  Provide clear, professional technical guidance, maintain accurate knowledge documentation, identify recurring issues, and partner with internal teams or vendors when additional support is needed.

• High school diploma or equivalent.
• One year of customer service, technical support, help desk, desktop support, or related experience.
• Basic understanding of Windows workstations, Microsoft 365 applications, printers, peripherals, and common user-access issues.
• Ability to follow documented processes and apply structured troubleshooting techniques.
• Strong verbal and written communication skills.
• Ability to explain technical information clearly to non-technical customers.
• Ability to manage multiple requests and priorities in a fast-paced, team-oriented environment.
• Ability to work independently while recognizing when assistance or escalation is required.
• Ability to provide onsite support, travel to assigned locations, and work occasional evening or weekend hours when business needs require it.

• Associate degree, technical bootcamp diploma, or certification(s) in information technology, computer science, or related field.
• Previous experience using an IT service management (ITSM) or business ticketing platform.
• Experience supporting Microsoft 365 and Windows devices in an enterprise organization environment.
• Entry-level industry certification such as CompTIA A+, Microsoft Fundamentals, or equivalent certification.
• Experience…