IT Support Analyst

IT Support Analyst

Thrive Pet Healthcare

Location: Austin, TX, 78701

Time Type: Full-Time

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Description

IT Support Analyst

Austin, TX

Hybrid (in office Tuesday, Wednesday and Thursday)

Thrive Pet Healthcare is looking for a full time IT Support Analyst to join us in Austin, TX!

About You

You give so much of yourself to work-at Thrive Pet Healthcare, we recognize the impact you make every day. Across our Support Office teams, you'll partner closely with leaders and colleagues nationwide to shape the future of veterinary care. You'll do it with the support, tools, and community you need to thrive.

As part of a community of 360+ hospitals and a growing corporate team, you'll be appreciated for who you are, the expertise you bring, and the impact you make across our organization.

The IT Support Analyst provides frontline technical support to Thrive team members by resolving common hardware, software, access, printing, Microsoft 365, and approved business application issues. This role owns assigned incidents and service requests from initial contact through resolution or escalation, maintains clear and accurate ticket documentation, and provides responsive and supportive customer experience. The analyst will follow established procedures, use approved support tools, and escalate issues when additional technical expertise or vendor assistance is required.

We're looking for a IT Support Analyst to join the Thrive Pet Healthcare Support Office team.

In this role, you'll play a meaningful part in advancing our organization's priorities and supporting our hospital teams. Your expertise will help improve processes, elevate the employee and client experience, and strengthen the operational foundation of a growing, nationwide veterinary network.

What You'll Do

• Technical Support & Troubleshooting: Resolve hardware, software, Microsoft 365, Windows, access, printer, peripheral, and approved business application issues for onsite and remote team members.
• Ticket Ownership & Service Delivery: Manage assigned support tickets from initial troubleshooting through resolution, customer follow-up, documentation, or appropriate escalation.
• Systems & Application Support: Support Microsoft 365, approved software, device management tools, PIMS, and location-specific technology using established procedures and security standards.
• Customer Service & Continuous Improvement: Provide clear, professional technical guidance, maintain accurate knowledge documentation, identify recurring issues, and partner with internal teams or vendors when additional support is needed.

Required Qualifications

• High school diploma or equivalent.
• One year of customer service, technical support, help desk, desktop support, or related experience.
• Basic understanding of Windows workstations, Microsoft 365 applications, printers, peripherals, and common user-access issues.
• Ability to follow documented processes and apply structured troubleshooting techniques.
• Strong verbal and written communication skills.
• Ability to explain technical information clearly to non-technical customers.
• Ability to manage multiple requests and priorities in a fast-paced, team-oriented environment.
• Ability to work independently while recognizing when assistance or escalation is required.
• Ability to provide onsite support, travel to assigned locations, and work occasional evening or weekend hours when business needs require it.

Preferred Qualifications

• Associate degree, technical bootcamp diploma, or certification(s) in information technology, computer science, or related field.
• Previous experience using an IT service management (ITSM) or business ticketing platform.
• Experience supporting Microsoft 365 and Windows devices in an enterprise organization environment.
• Entry-level industry certification such as CompTIA A+, Microsoft Fundamentals, or equivalent certification.
• Experience providing technical support in healthcare, veterinary, retail, or distributed-location environments.

How You'll Grow with Us

Here, you can grow your career through access to meaningful learning opportunities, leadership programs, and continued development, including:

Free CE and learning resources through ThriveU

Leadership development workshops

Career mobility across departments and teams

Opportunities to contribute to enterprise projects and innovation initiatives

You'll have space to thrive in your career-where your growth and wellbeing are deeply valued.

Benefits - Our Care In Action

Thrive offers a suite of benefits to support team members' emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short- and long- term disability plans, we offer eligible team members:

• Competitive pay
• 401(k) with employer match
• Mental health resources, including easy access to therapy through Lyra Health
• Paid parental leave
• Purr-ental leave for when you adopt a pet
• Subsidized backup childcare and elder care
• Expert advice, support and network discounts for fertility and family planning
• FREE CE courses
• Pet perks and veterinary service discounts
• Student loan support tools and assistance
• Some benefits shown are only for full-time team members who work 30 hours or more per week. Certain Benefits may be subject to waiting periods or length of service requirements.

Who We Are

Thrive Pet Healthcare is united by our mission to create the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners. We exist to nurture both pets and people through meaningful relationships and exceptional veterinary care.

Our Support Office teams power that mission by supporting our hospitals through operational excellence, innovative programs, people-centered culture, and forward-thinking business solutions - all while having plenty of fun along the way.

We nurture pets & people through meaningful relationships and exceptional pet care - and we are united by a shared set of values.

• Service - delivering exceptional service
• Empathy - leading with care
• Accountability - achieve meaningful outcomes
• Joy - be a source of light
• Exploration - learn to fuel growth
• Team - connect for success

Read more about us here.

About Thrive

Thrive Pet Healthcare creates the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners. Today, its network of 360+ primary, emergency, and specialty hospitals across the U.S. cares for pets of all ages and health needs. Thrive invests in its people-through mentorship, leadership programs, continuing education, and well-being initiatives-so teams can grow and feel supported. For pet owners, convenient solutions such as a mobile app, digital booking, Thrive PlusTM membership, HereFurYou Helpline, an online pharmacy and flexible financial options* make accessing quality care simpler- giving families the peace of mind their pets deserve.

Thrive Pet Healthcare has been recognized by Top Workplaces with Culture Excellence Awards for Purpose & Values and Work-Life Flexibility. The Purpose & Values award reflects organizations that consistently live what they stand for, brought to life at Thrive through our commitment to shaping the future of pet wellbeing and our core values. These values guide how we work and how we care for pets, clients, and one another. The Work-Life Flexibility award recognizes our focus on making meaningful work sustainable, supporting our teams in balancing professional impact with life outside of work.

We welcome you to join our story and join where #WeThriveTogether. Learn more at thrivepetcare.com.

At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of all our team members, pet parents, and pets. We strive to create a culture where everyone feels they belong, are supported, and are empowered to thrive.

Ready to Join Us? Apply Today!

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