> Markdown version of [/jobs/ext/608531-sr-help-desk-technician](https://www.wearedevelopers.com/jobs/ext/608531-sr-help-desk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Sr. Help Desk Technician

- **Company:** Medvet Associates, LLC
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $47,320.0 - $72,800.0
- **Contract:** Permanent contract
- **Skills:** Distributed Systems, Issue Tracking Systems
- **Published:** June 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f4649e59d531cefe

## About the Role

Do you have experience in Ticketing system technical support?, Do you have a Bachelor's degree?, Our ideal candidate has a minimum of 2 years of experience in a troubleshooting IT environment. Experience in the healthcare and/or veterinary industry is a plus but not required. In addition, this position requires:

 * Demonstrated experience resolving complex technical issues in an IT support environment.
 * Strong analytical and troubleshooting skills with the ability to isolate root causes.
 * Clear written and verbal communication skills, including technical documentation.
 * Ability to manage multiple active tickets while maintaining ownership discipline.
 * Experience working in multi-site or distributed environments preferred.
 * Familiarity with structured service delivery or IT service management workflows.

Education and Experience
Experience-first role. A bachelor's degree or formal certifications may be beneficial but are not required. Equivalent professional experience demonstrating advanced technical support capability is acceptable.

## Description

The Senior Technician, Tier 2 is responsible for owning advanced technical issue resolution and ensuring accurate, disciplined escalation to downstream IT teams. This role exists to protect service delivery flow, maintain clear accountability, and restore caregiver trust through consistent ownership and follow-through. The Senior Technician, Tier 2 accepts work only through defined escalation paths and owns assigned tickets through resolution.

 * This is a Remote work role with quarterly travel to Medvet hospitals in the west region., * Resolve complex technical issues escalated from Tier 1 in accordance with the MedVet IT Service Delivery System.
 * Own assigned Tier 2 tickets end-to-end, maintaining accountability through closure or formal escalation.
 * Perform advanced troubleshooting across systems, applications, and environments within Tier 2 scope.
 * Validate escalation targets and ensure all required technical context is complete before transferring ownership to downstream teams.
 * Communicate directly with Caregivers while owning tickets, providing clear status updates and expectations.
 * Use defined ticket statuses accurately and consistently to reflect ownership and progress.
 * Participate in shared on-call rotation as scheduled.
 * Perform onsite support when issues cannot be resolved remotely, with Service Desk Manager awareness.
 * Maintain accurate documentation of troubleshooting steps, resolutions, and escalation rationale.


## Related Videos

- [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over)
- [Best Practices for AI-Assisted Development of Distributed Systems](https://www.wearedevelopers.com/videos/100200-best-practices-for-ai-assisted-development-of-distributed-systems)
- [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue)
- [Your Distributed System Just Got a Brain. Now What?](https://www.wearedevelopers.com/videos/100017-your-distributed-system-just-got-a-brain-now-what)
- [Startup Presentation: Dealing with the bug Mafia](https://www.wearedevelopers.com/videos/1175-startup-presentation-dealing-with-the-bug-mafia)
- [Exploring Durable Execution with Python](https://www.wearedevelopers.com/videos/1234-exploring-durable-execution-with-python)

## Related Articles

- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)
- [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna)
- [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs)
- [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)
- [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers)