IT Sr. Support Specialist

JOB SUMMARY  

The Senior IT Support Specialist is a senior-level (L2/L3) hands-on IT professional who serves as the primary escalation point for complex technical issues escalated from clinic onsite support (L0) and the Service Desk (L1), owning advanced troubleshooting, resolution, vendor coordination, and SLA compliance across corporate users and multi-site veterinary clinics. With deep expertise in Microsoft/Windows and Apple environments, the role provides technical leadership to the support organization, supports mission-critical veterinary systems, ensures consistent escalation, documentation, and accountability across tiers, and contributes significantly to IT operations, projects, and planning in a fast-paced, distributed environment. The ideal candidate brings extensive support experience, strong problem-solving skills, and the ability to lead, prioritize, and manage multiple responsibilities effectively. 

RESPONSIBILITIES & DUTIES   

• Provide high-level Tier 2–3 technical support for end users across Windows and macOS environments, networks, and IT systems 

• Serve as the primary escalation point for L2 / L3 issues, assuming ownership through resolution 

• Troubleshoot Microsoft products, Microsoft 365, Adobe applications, Zoom, and other business-critical software 

• Support and maintain end-user hardware, peripherals, printers, label printers and devices 

• Perform advanced diagnostics and coordinate vendor support engagement when required 

• Lead and mentor junior IT support staff; reinforce troubleshooting, escalation, and documentation standards 

• Participate in and lead IT projects including hardware refreshes, deployments, and process improvements 

• Manage IT asset inventory and lifecycle tracking; AssetTiger experience preferred 

• Maintain accurate ticketing, documentation, SLA response times and asset records 

• Partner with internal teams and vendors to support veterinary clinic operations and home office users 

CAREER DEVELOPMENT  

Opportunities for career advancement include, but are not limited to:  

• IT Support Operations Lead or IT Manager 

• Expanded project ownership and cross-functional leadership responsibilities 

QUALIFICATIONS & SKILLS  

• Advanced troubleshooting and problem-solving skills 

• Strong working knowledge of Microsoft, Windows, and Apple environments 

• Experience supporting Microsoft 365, Adobe, Zoom, and enterprise productivity tools 

• Strong leadership, organization, planning, and time-management skills 

• Ability to manage multiple escalations and priorities simultaneously 

• Excellent communication skills with both technical and non-technical stakeholders 

• High level of accountability and ownership mindset 

REQUIREMENTS  

• Minimum 7 years of hands-on IT support experience 

• Experience operating in an L2 / L3 escalation role 

• Experience supporting multi-location or healthcare/veterinary environments preferred 

• In-office role based in Dallas, TX – onsite 5 days per week