IT Support Specialist

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About the role

As the IT Support Specialist at PetScreening, you will have a significant role in supporting the current and future hardware and software, as well as day-to-day issues that arise. You will collaborate closely with all teams within our organization to improve the way we implement software, monitor the network, and assist all end users with various issues via simple troubleshooting.

Location

This hybrid role will be based in our Mooresville, NC office, offering a flexible in-office policy.

At this time, we are unable to offer visa sponsorship. When applying to a hybrid role, please ensure that you are able to perform the position from our Mooresville office on Tuesday through Thursday.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and networking.
• Troubleshoot and resolve technical problems promptly and efficiently, either remotely or on-site, ensuring minimal downtime and disruption to operations.
• Install, configure, and maintain hardware and software components, including operating systems, applications, and peripherals.
• Collaborate with stakeholders and team members to deploy and upgrade systems, software, and network infrastructure, following best practices and security guidelines.
• Monitor and maintain computer systems and network infrastructure to ensure optimal performance, security, and reliability.
• Create and maintain documentation, including user guides, knowledge base articles, and system configurations, to facilitate knowledge sharing and problem resolution within a ticketing system.
• Train end-users on basic IT procedures and best practices, empowering them to troubleshoot common issues independently.
• Assist in the planning and implementation of IT projects, such as system upgrades, migrations, and new technology deployments.
• Stay current with industry trends, technologies, and best practices in IT support and contribute to continuous improvement initiatives within the organization.
• Provide exceptional white-glove customer service and communication, demonstrating patience, empathy, and professionalism in all interactions with end-users and stakeholders.

Requirements

• Proficiency in troubleshooting computer hardware, software, and networking issues is essential. Familiarity with operating systems such as Windows and macOS is required. Additionally, knowledge of common business applications and productivity tools is beneficial.
• Previous experience in an IT support role is preferred, ranging from 1-3 years of experience with ticketing systems, remote support tools, and customer service.
• Strong verbal and written communication skills are crucial for effectively communicating with end-users, colleagues, and stakeholders. The ability to translate technical jargon into layman's terms is important for providing clear instructions and assistance.
• Adept at diagnosing and resolving technical issues independently and efficiently. Critical thinking and problem-solving skills are essential for troubleshooting complex problems and finding innovative solutions.
• Ability to work in a fast-paced, dynamic environment with ambiguity.
• Adaptable and willing to learn new technologies and skills as needed. Flexibility in working hours and the ability to respond to urgent issues outside of regular business hours may be required.

Nice-to-Haves

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, or a related field.
• Experience working in growth-stage technology companies.
• Familiarity with Google Workspace, computer components, printer troubleshooting, and macOS.

Essential Job Functions

• Prolonged periods of sitting and working on a computer.
• Proficient computer skills with the ability to learn new software.
• Provide a high level of customer service for all issues and requests.
• Meet individual and team performance targets by achieving key productivity and quality KPIs.
• Contribute to a collaborative team by sharing ideas and process improvements, while working in a hybrid environment that requires being in the office 3 days a week. Regular attendance at in-office team meetings and training sessions is a component of the hybrid work model.

About PetScreening

Our Vision:  

PetScreening strives to be the global leader for pet screening and animal validation. We want to make the world more pet inclusive no matter where you live, work, play, or stay.

Our Mission:  

PetScreening advocates responsible pet ownership and helps validate legitimate assistance animal accommodation requests. 

What We Do:

PetScreening™ is the fastest growing pet-property tech SaaS company. We help property managers and housing providers manage residents' pets and assistance animals (service animals/emotional support animals/companion animals/etc.). Our proprietary screening platform adds an additional layer of liability protection by having a standardized process when dealing with household pets and assistance animals.

Our Culture:

PetScreening has a pet-friendly office located in the heart of the Merino Mill in Mooresville, NC (Lake Norman area).  Our large office provides space for independent, team, and large group collaboration within several different types of work spaces.  Our casual office environment encourages our employees to bring their pets to work.  We offer a hybrid schedule, which includes select optional remote work days allowing our employees to work hard while having fun.

Benefits Offered:

• Medical/Dental/Vision/HSA benefits offered after 30 days of employment.
• Company sponsored Life Insurance and Short Term Disability.
• Optional Life Insurance and Long Term Disability Plans.
• 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment.  
• Paid time off accrual beginning first day of employment
• Paid holidays
• Optional remote work days
• Paid Family/Military/Bereavement leave
• Pet friendly office