Job description

Title – Senior IT Support Specialist (Remote)

Employment Type: Full Time

EEOC Classification: Exempt

Reports to: Director, Infrastructure

At Community Veterinary Partners (CVP), we believe pets bring kindness and compassion to the world, which is why we're dedicated to creating meaningful moments with pets and people.

As an integrated community of more than 3600 Team Members and 140+ hospitals, our team is passionate about caring for pets, their families, and one another. We provide resources and mentorship to support growth and drive innovation in a dynamic, entrepreneurial environment. At CVP, you'll find a community that fosters connection and collaboration, all while nurturing those special moments that strengthen the bond between pets and people.

Summary

The Senior IT Support Specialist will remotely provide expert-level support to end users for hardware, software, and network issues across veterinary hospital environments. The specialist will be responsible for responding to escalated requests that cannot be resolved by the help desk and addressing persistent issues at hospital locations. This role requires deep technical knowledge of veterinary-specific software systems (PIMS) and the ability to efficiently identify, document, and resolve complex technical problems. Collaboration with operational teams, vendors, and hospital staff will be essential, as well as creating detailed knowledge base articles to ensure smooth processes.

Essential Duties and Responsibilities

Provide advanced remote and occasional onsite support for veterinary Practice Information Management Systems (PIMS) including Avimark, Cornerstone, ezyVet, and other cloud-based solutions.
Respond to escalated requests for technical support, resolving persistent or critical issues that are beyond the scope of the help desk team.
Diagnose, research, and triage complex technical problems in a fast-paced clinical environment.
Collaborate with operational teams, vendor support, and hospital staff to ensure efficient resolution of hardware, software, and network issues.
Create and maintain detailed knowledge base articles for technical solutions and common issues encountered in veterinary environments.
Identify trends and proactively address recurring issues within hospital IT infrastructure.
Participate in system migrations, upgrades, and the setup of new hospital locations, ensuring smooth transition and continuity of operations.
Assist with PIMS software installations, updates, and configurations, ensuring full functionality and seamless integration with other hospital systems.

Competencies

Strong customer service and communication skills, with the ability to communicate complex technical issues to non-technical staff.
Problem-solving mindset with attention to detail and the ability to work independently.
Ability to identify and resolve IT trends and issues affecting multiple hospital locations.
Collaboration skills with operational, administrative, and vendor teams.
Knowledge of cloud-based PIMS solutions, remote management tools, and best practices for veterinary software support.
Project management skills for assisting in the deployment of new software solutions or upgrades at hospital locations.

Preferred Experience and Education

Helpdesk and desktop support experience supporting veterinary hospital environments, catering to users at all levels of technical proficiency.
Extensive knowledge of desktop and server operating systems, including Windows OS and Windows Server/Terminal Server versions 2016/2019/2022.
Proficiency with Active Directory (AD), Group Policy Management, Remote Desktop Management, DNS, DHCP, and network protocols.
PIMS Application support experience, particularly with veterinary software including Avimark, Cornerstone, ezyVet, and cloud-based systems.
Printer server setup and troubleshooting, with experience supporting veterinary-specific hardware such as label printers and scanners.
Advanced networking knowledge, including switch/router setup and wireless network troubleshooting both onsite and remotely.
Experience with remote desktop solutions and terminal services (VDI, Citrix, etc.).
Active Directory management, including accounts, login issues, and password resets.
Experience working with Exchange/Office 365, handling emails, user management, and licensing.
In-depth knowledge of PIMS integrations, including VetData connections, digital radiography systems, and lab integrations (IDEXX, Abaxis).
Experience in hospital IT infrastructure setup, including workstations, WAPs, and phone systems

Travel Requirements

Mostly remote but occasional site visits may be necessary.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

CVP does not discriminate in hiring or employment on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability,

genetic information, veteran status, marital status, or any other characteristic protected by applicable law.

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