IT Support Analyst

Thrive Pet Healthcare is hiring a full-time IT Support Analyst in Austin, TX (hybrid) to deliver frontline support, troubleshoot issues, and manage IT incidents and service requests.

Responsibilities

• Resolve hardware, software, Microsoft 365, Windows, access, printer, peripheral, and approved business application issues for onsite and remote team members.
• Handle assigned support tickets from initial troubleshooting through resolution, including customer follow-up, documentation, or escalation.
• Support Microsoft 365, approved software, device management tools, PIMS, and location-specific technology using established procedures and security standards.
• Provide clear and professional technical guidance, keep knowledge documentation accurate, and identify recurring issues.
• Coordinate with internal teams or vendors when additional support is required.
• Own incidents and service requests from first contact through resolution or escalation.
• Maintain clear and accurate ticket documentation throughout the support process.
• Follow established procedures, use approved support tools, and escalate when additional expertise or vendor assistance is needed.

Requirements

• High school diploma or equivalent.
• 1 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 use 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 knowing when to request help or escalate.
• Ability to provide onsite support, travel to assigned locations, and work occasional evening or weekend hours as business needs require it.

Technologies

• Microsoft 365
• Windows
• PIMS
• IT service management (ITSM)
• Business ticketing platform
• Device management tools

Benefits

• 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
• Health and life insurance
• Short- and long-term disability plans

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

• 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

Schedule/Onsite Detail: Austin, TX (hybrid) with in-office days Tuesday, Wednesday, and Thursday.