Tier 2 Service Desk Technician

Join the team that supports the teams. At Mission Pet Health's Home Office in Birmingham, AL, our purpose is to provide world-class support to our network of 850+ animal hospitals nationwide. We manage the business side of veterinary medicine—from Finance and HR to IT and Marketing—so our 20,000+ hospital teammates can focus on what they do best: providing exceptional care to pets and their families.

We Are a Veterinarian-led, People-focused, And Pet-obsessed Organization, Founded On The Belief That Local Practices Thrive With Autonomy And Excellent Support. Our Award-winning Culture Is Powered By Our WAG Values

W
ork Together,
A
maze, and
G
row. This philosophy has helped us be recognized by Newsweek as the #1 Most Loved Workplace in Healthcare and #11 in America for 2024.

What's in it for you at our Home Office?
When You Join Our Team, You're Not Just Starting a Job; You're Building a Career With a Tangible, Lasting Impact. You Can Expect

• Unparalleled opportunities for personal and professional development.
• Industry-leading benefits in a culture where your well-being comes first.
• The chance to apply your expertise to support the future of veterinary care on a national scale.

We're on a mission to be the greatest veterinary company in the world, and that mission is anchored by the incredible talent in our Home Office. If you're ready to make a difference for thousands of veterinary professionals and countless pets, we'd love for you to be a part of it

We are seeking a highly motivated
Service Desk Technician, Tier 2
to join our team In this position, you will help solve tier 2-level ticket requests from our hospitals and internal IT service desk technicians, with most support being handled remotely over the phone. You will assist with the ticketing queue to ensure all requests and tickets are prioritized, addressed, and resolved within the required timelines. This position can be remote if not local to the area. If you are local, we do offer a hybrid option. We are expanding our IT Service Desk team and would love for you to join us.

Responsibilities
Essential Functions:

• Serve as the point of contact for first-level support escalations.
• Work within support queues to assist with ticket support if needed.
• Receive incoming calls to assist with overflow if needed.
• Work with third-party vendors to submit support requests/issues.
• Assist with business and IT projects as needed.
• Utilize a ticket system to document and summarize issues.
• Receive escalated issues through the call center phone system.
• Configure computer systems, diagnose hardware/software faults.
• Demonstrate critical thinking/problem-solving ability.
• Attend weekly status meetings and internal training sessions as needed.
• Participate in a rotational on-call support schedule for urgent issues.
• Maintain, organize, and distribute IT inventory.
• Assist with business and IT projects as needed.

Requirements

• Strong time management and organization skills
• Excellent notetaking and communication skills
• Passion for providing excellent service
• Experience with Office 365 suite support
• Strong troubleshooting skills, creative problem solver, and a self-starter
• Proven ability to communicate technical information that is easily understood by others
• Proficient with MS operating systems WIN 10/ WIN 11
• Strong Networking and Network tools (ex., Meraki)
• Experience with printers and label printers
• 2 years' experience with Server 2008 R2, Server 2012 R2, and Server 2016
• Knowledge and support for VOIP Systems - Ring Central

Benefits
Work with an organization recognized as #2 in America's Top 100 Most Loved Workplaces in 2025.

• Online discount platform
• Collaborative team of people who live out our WAG values (work together, amaze, grow)
• Competitive salary
• Health, dental + vision insurance
• 401K with a company match
• Life insurance, short-term disability, and telemedicine
• Upward mobility and growth opportunities
• Generous paid time off and company-wide holidays
• Discounted veterinary care for your four-legged family members
• An opportunity to make a valuable impact on over 800 veterinary hospitals nationwide