This role provides Tier II IT support across a multi-site, multi-tenant environment, managing tickets from intake to resolution while following ITIL-aligned processes. The technician troubleshoots Windows, macOS, and network issues, supports application systems, and assists with migration efforts. The position is a 6-month contract-to-hire remote role for the organization. Key Responsibilities: • Deliver Tier I & II technical support via ticketing system, handling connectivity, file share, printing, and device issues • Own tickets from intake through resolution, documenting, following up, escalating, and closing • Resolve Windows 10/11 endpoint issues, including configuration, troubleshooting, and maintenance • Provide support for macOS, iOS, and iPadOS as needed • Assist with veterinary PIMS systems and related application issues, escalating deeper problems • Troubleshoot OneDrive and SharePoint, including migration support • Support Active Directory to Azure AD migration tasks when required • Address basic networking problems: connectivity, DHCP/DNS, printers, file shares • Support Ubiquiti network environments; apply networking knowledge (TCP/IP, VLANs, wireless) • Participate in a light on-call rotation, receiving paid holidays as compensation Qualifications: • Professional Tier II helpdesk/technical support experience, preferably in a remote environment • Experience using ticketing systems and structured ticket queues • Hands-on Windows 10 support experience; Windows 11 support preferred • Experience with remote support/RMM tools such as ScreenConnect, DattoRMM, Intune, RemotePC, or similar; NinjaOne preferred • Familiarity with ITIL processes, including incident management, problem tickets, outage handling, repeat issues, and escalation paths • Ability to troubleshoot common systems-level issues: connectivity, printers, file shares, endpoint issues, access issues, basic DHCP/DNS • Strong communication, patience, and customer service skills • Ability to document issues clearly and escalates appropriately Preferred Skills: • Freshservice ticketing platform experience • Veterinary PIMS system experience (e.g., ezyVet, ProVet Cloud, AVImark, or similar) • Experience supporting users in veterinary, healthcare, MSP, multi-site, or distributed business environments • Experience configuring or supporting Ubiquiti networking equipment; general networking experience (TCP/IP, VLANs, DHCP/DNS, wireless, printer/file share) • Mac OS / Apple OS support experience, including iOS and iPadOS • Exposure to Active Directory and Azure Active Directory • Experience supporting OneDrive and SharePoint Benefits: • Light on-call rotation with paid holidays as compensation