IT Support Technician

About the Role:

Demonstrate basic knowledge of 1st level IT support as it relates to addressing hardware (end-user & peripheral), software and operating system issues. Exhibit customer service skills by effectively handling customer issues and adhering to Service Desk Standards. Travel regionally to partner facilities when necessary & at least 3 days per week onsite.

• Provide exceptional customer service
• Serve as the first point of contact for IT support through IT Service Desk hotline and ticket queue
• Diagnose and resolve hardware and software related problems via remote control tool or onsite
• Maintain strong technical skills to provide prompt support for customers to determine problems and provide resolutions
• Monitor and maintain Service Desk ticket queue
• Document standard operating procedures
  • Resolve 1st level support issues & escalated 2nd level issues accordingly
• Assist on IT projects such as upgrades, migrations, deployments

• Hybrid schedule — minimum 3 days onsite in Middletown
• Full benefits: medical, dental, vision, retirement, CE stipend
• Professional development and training support
• A growth-oriented, collaborative work environment within COVE’s mission-driven culture

At COVE Animal Health, our IT support powers exceptional, compassionate veterinary care. If you’re a skilled Support Specialist looking to make a difference and grow professionally, we’d love to connect with you!

COVE Animal Health is an equal opportunity employer committed to diversity, inclusion, and professional development.

• Abilit to perform effectively in team environment as well as independent
• Customer service oriented team player with exceptional communication & documentation skills
• Working knowledge of various hardware and software including printers, PCs, telecommunication hardware, etc. Knowledge of understanding of Microsoft software
• Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills
• Excellent written and verbal communication skills
• Experience planning and executing IT projects with cross-functional teams
• Adaptable and willing to learn new tools; detail-oriented and ethical
• Eligible candidates must hold a valid driver’s license and be able to travel regionally

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field
• Relevant certifications (e.g. CompTIA, Microsoft, VMware)