Job Description

At Petfolk, we’re reshaping veterinary care by blending high-quality medicine with a welcoming, connected experience for pets, their families, and the professionals who care for them.

The Role

This is a Remote- but MUST live in the Charlotte, NC area

The IT Specialist is a critical role within Petfolk, responsible for maintaining, supporting, and optimizing our IT infrastructure and ensuring smooth day-to-day technology operations across the organization. This role involves troubleshooting hardware and software issues, managing network systems, and providing exceptional technical support to team members. The IT Specialist will also assist in implementing new technologies, maintaining cybersecurity protocols, and ensuring compliance with organizational IT policies. A proactive problem-solver, the IT Specialist plays a key part in driving operational efficiency and supporting the technological needs of a fast-growing, innovative company.

Schedule:

Friday-Tuesday (Wednesday & Thursday off)

8am to 5pm EST

Compensation:

$60,000 base annually

What You'll Do

• User Access Management: Manage user accounts, including setting up, modifying, and deactivating accounts in line with company policy and security guidelines.
• Troubleshooting and Repair Assistance: Assist in diagnosing and resolving basic hardware or software issues, providing first-level support.
• Ticket Resolution: Efficiently handle and resolve IT support tickets, prioritizing according to urgency and impact, and escalate complex issues to senior staff.
• System Maintenance and Monitoring: Conduct routine checks on computer systems and networks to ensure optimal performance and security.
• Installation and Configuration Assistance: Help set up new systems and configure hardware and software, focusing on user access needs.
• Documentation and Record Keeping: Maintain detailed records of user access changes, IT issues, and resolutions for future reference.
• Learning and Skill Development: Actively engage in learning new technologies and IT procedures, especially in access management and support ticket systems.
• Collaboration and Communication: Work closely with the IT team to ensure seamless user access and effective resolution of IT issues.
• Support IT Projects: Provide support in various IT projects, particularly those involving access management and support systems enhancements.

Who You Are

• Basic knowledge of IT systems, networks, and software, with a keen interest in access management.
• Strong problem-solving skills and attention to detail.
• Good communication and interpersonal skills.
• Ability to work effectively in a team.
• Familiarity with ticket resolution systems and processes is a plus.
• Google Workspace
• JIRA (Atlassian)

Education and Experience

• Degree in Information Technology, Computer Science, or related field, or equivalent experience.

Compensation & Benefits

• $60,000 base annually

Work Environment:

• This job will be 100% remote with time being spent in clinics and in our headquarters office as needed.
• Requires a dedicated workspace with reliable internet access.
• While the position is remote, it involves regular virtual communication through video conferencing, email, and other collaborative tools.

Travel Required:

• This position requires minimal travel, up to 10%, to our headquarters office for in-person meetings and to our pet care centers in order to familiarize yourself with projects and ensure timelines are met.

Physical Requirements:

• Ability to remain in a stationary position for extended periods while using a computer.