Role
Location
Description
Help Desk Support Specialist - Tier III
As a Tier 3 Support Specialist you will be responsible for resolving complex technical issues, providing expert guidance, and ensuring the organization's IT systems operate at peak performance. This role will respond to end-user requests for technical assistance by phone, email, or ticketing system. The Information Technology Support Analyst III will use established processes and procedures to document and track issues and meet operational service levels and standards. The ideal candidate will have a strong background in networking and telecom, with proven experience in troubleshooting and resolving advanced computer, application, system, or performance issues.
Qualifications:
- Extensive experience in a Tier 3 helpdesk or advanced technical support role.
- In-depth knowledge of desktop operating systems (Windows), server systems, software applications, and advanced network concepts.
- Proficiency in troubleshooting complex technical issues and providing expert guidance.
- Strong communication and leadership skills.
- Relevant IT certifications (e.g., Networking and Microsoft certifications) are a plus.
- IT equipment ordering experience
- Exceptional problem-solving skills and adaptability.
Key Responsibilities:
- Advanced Problem Resolution: Serve as the highest level of technical support, resolving the most complex issues related to hardware, software, and network systems.
- Escalated Ticket Management: Handle and take ownership of escalated support tickets, ensuring prompt resolution and maintaining end-user satisfaction.
- Technical Leadership: Provide expert guidance and mentorship to Junior team members.
- Root Cause Analysis: Investigate and identify the root causes of recurring technical issues, working on strategies to prevent their reoccurrence and improve system stability.
- IT Ordering oversight. Ensure proper supplies and equipment are acquired for sites.
- Develop and maintain internal technical documentation, user manuals, and telecommunication policies.
- Tracking and reporting on IT assets and performance metrics
- Collaboration with Other Teams: Collaborate with 3rd party support teams to resolve issues and optimize IT systems.
- Vendor Coordination: Work closely with third-party vendors and service providers to facilitate problem resolution and the procurement of advanced hardware or software solutions.
- Performance Optimization: Identify opportunities for performance optimization, capacity planning, and system improvements to meet the organization's evolving needs.
Requirements:
- Extensive experience in a Tier 3 helpdesk or advanced technical support role
- Advanced troubleshooting skills with Windows, Microsoft 365, and network environments
- Strong diagnostic and problem-solving skills
- Excellent communication and interpersonal skills
- Relevant Education and IT certifications (e.g., Cisco, Microsoft, CompTIA) are a plus
At PetVet Care Centers, we’re committed to a Culture of Care — for pets, for the people who love them, and for the team members who make it all possible. With more than 420 hospitals across the U.S. and a team of over 11,000 dedicated professionals, including 1700+ veterinarians, we offer a unique blend of local leadership and national support that helps our hospitals thrive.
Our model is built on partnership, collaboration, and local medical autonomy, empowering each hospital to deliver high-quality care while benefiting from shared resources and a strong professional community. Whether you’re providing care in a hospital or supporting operations behind the scenes, PetVet is a place where you can grow your career, stay connected to your purpose, and make a meaningful impact.
You care for pets. We care for you.
PetVet is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law. EOE, M/F/D/V
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