Job Description

Founded in 1996 by Dr. Stan Creighton, National Veterinary Associates (NVA) offers a full range of veterinary services in more than 907 companion animal veterinary hospitals and 100 pet resorts across the United States, Canada, Australia, New Zealand, and Singapore. As part of its mission, NVA believes that veterinary medicine is best practiced when veterinarians craft their own approach to best serve the needs of their local communities. Toward that end, NVA provides cutting-edge tools and resources for its veterinarians to deliver the most advanced high-quality care and client services.

Its 14,000 veterinary professionals improve the well-being of patients by providing progressive and compassionate veterinary care. Its 4,000 veterinarians provide a full range of medical and surgical services and NVA has 2,400 pet resort staff offering boarding, grooming and day care services.

NVA’s hospitals and pet resorts are served by approximately 630 Support Center team members who are primarily located in Agoura Hills, California. The team’s activities are always in the service of the Company’s “why” (” For the love of animals and the people who love them”) and mission (“To improve the comfort and well-being of pets by providing progressive and compassionate care. We develop a community of animal hospitals and pet resorts that share knowledge to achieve sustainable growth”).

This Desktop Technician is a mission critical support position that directly influences desktop infrastructure and specializes in PC setup & troubleshooting at NVA in Agoura Hills, CA. You will work within our small but agile team that will service all of our Client Support Centers & Field Leadership teammates (both local & remote). As a member of the IT team, you will also be responsible for assisting our fellow support center employees & leaders in day-to-day operations to ensure maximum productivity with minimal down time. We operate in a Windows environment. You will manage not only Help Desk tickets, but are expected to help us exceed client expectations, maintain service level agreements, deploy, and maintain corporate assets.

Primary Job Functions:

• Responsible for working and tracking cases from the beginning through resolution
• Perform workspace installations, adds, moves, and changes for PCs, monitors, printers, and related peripherals
• Perform user and computer accounts in AD/O365 for password resets, asset management, and other related duties assigned
• Perform hardware configuration across diverse platforms: PC, Mac, Mobile Devices, etc.
• Process onboarding and offboarding requests for new hires and user exits.
• Create and maintain documentation for the company knowledge base.

Required Skills:

• Excellent Problem-solving skills, & Documentation abilities
• Punctuality, meeting deadlines, and a good grasp on and the use of common courtesy & manners
• Working knowledge of basic tools within Active Directory is a plus.
• Ability to lift 75+ pounds, sort equipment in storage, and to move equipment to deploy
• Use standard operation procedures to meet service level agreements.

Personal Attributes:

• A strong customer-focused skill set, a can-do-attitude, and the delivery of top-level support is a must.
• Ability to work calmly in highly urgent or stressful situations
• Ability to work individually, in teams: knowing when to lead, when to follow, and how to make a positive contribution to the team along with a willingness to learn new technologies
• Work well with colleagues, customers, and leadership team members
• Demonstration of Exceptional Customer Service Skills including but not limited to Soft Skills/Empathy