Job Overview VetEvolve is a leading provider of technology solutions tailored for veterinary clinics and animal health practices across the United States. We are seeking a dedicated Help Desk Analyst to join our support team. In this role, you will be the first point of contact for our clients, delivering exceptional technical assistance to minimize downtime and enhance operational efficiency in veterinary environments. This position offers the opportunity to work in a dynamic, mission-driven company focused on advancing animal healthcare through cutting-edge IT services. Key Responsibilities As a Help Desk Analyst, you will respond promptly to support tickets via phone, email, and chat, troubleshooting a wide range of issues including software applications specific to veterinary practice management, hardware malfunctions, network connectivity problems, and user access challenges. You will document all interactions in our ticketing system, escalate complex issues to senior technicians, and follow up to ensure resolutions are satisfactory. Additionally, you will assist with user training on VetEvolve's proprietary systems, perform basic system maintenance, and contribute to knowledge base articles to empower self-service support. Maintaining a customer-centric approach is crucial, as you will interact directly with veterinarians, technicians, and administrative staff who rely on uninterrupted technology for critical animal care tasks. Required Qualifications Candidates must have at least 2 years of experience in a help desk or technical support role, preferably in healthcare or veterinary IT. A high school diploma or equivalent is required, with an associate's degree in information technology, computer science, or a related field strongly preferred. Proven ability to handle high-volume support requests in a fast-paced environment is essential. Familiarity with veterinary software such as AVImark, Cornerstone, or ezyVet is a plus but not mandatory, as training will be provided. Skills Strong technical proficiency in Windows and macOS operating systems, Microsoft Office Suite, Active Directory, and common networking protocols is required. Excellent problem-solving abilities, with a knack for diagnosing issues remotely using tools like TeamViewer or RDP. Superior communication skills, both verbal and written, to explain technical concepts to non-technical users clearly and empathetically. The ideal candidate thrives in team settings, possesses meticulous attention to detail for logging and tracking issues, and demonstrates patience under pressure. Knowledge of ITIL frameworks and basic scripting in PowerShell or Python is advantageous. Company Info VetEvolve is at the forefront of digital transformation in the veterinary industry, offering cloud-based practice management software, telemedicine integrations, and custom hardware solutions that streamline workflows and improve patient outcomes. Our commitment to innovation and client success has made us a trusted partner for hundreds of veterinary practices nationwide. We foster a collaborative culture where employees are valued for their contributions to animal welfare and technological excellence. Benefits We offer a competitive compensation package including comprehensive health, dental, and vision insurance, 401(k) matching, paid time off, and professional development stipends. Employees enjoy flexible scheduling, wellness programs, and access to the latest IT tools and certifications like CompTIA A+ or ITIL Foundation, fully funded by the company. Growth Opportunities VetEvolve invests in your career progression with clear paths to senior support roles, systems administration, or even product management. Regular performance reviews, mentorship programs, and hands-on training ensure you can advance quickly in a growing company dedicated to your professional success.