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Technical Support - Level 1


Last Updated: 3/29/21

Job Description

This position is the key point of contact for application and equipment support. Logs all service requests in the ticketing system and tracks from creation through resolution with superior follow up.

Job Description:
• Maintains positive client relationships through the effective use of technical knowledge to service and maintain customer equipment.
• Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
• Provides remote technical support to clients and colleagues.
Improves client references by writing and maintaining documentation.
• Utilizes the call escalation process and communicates issues to optimize client uptime and satisfaction, while maintaining ownership of the issue.
• Uses software, test equipment, and written procedures to troubleshoot equipment.
• Handles any administrative duties as assigned.
• Improves process performance by identifying problems; recommending changes.
• Accomplishes departmental and organizational missions by completing related tasks as assigned.
• Performs miscellaneous job-related duties as assigned.
• Performs miscellaneous job-related duties as assigned.


• Two (2) years post-secondary vocational training or Associates degree required
• Minimum two (2) years related experience troubleshooting and servicing hardware/software technologies, medical or veterinary equipment strongly preferred
• Experience with Diagnostic Imaging Modalities including X-Ray, CR, DR, ultrasound, and/or PACS a plus
• Knowledge of computer networking
• Basic knowledge of circuit boards and electronics
• Intermediate knowledge of computer hardware, applications training and troubleshooting
• Familiar with LAN, WAN, IP Communications, software platforms and applications from Microsoft,
e.g., Windows 7, Windows 8.1, Windows 10, Windows Server Operating Systems, Active Directory
• Effective dispute resolution skills
• Keen attention to detail
• Strong reasoning analytical skills and ability to draw conclusions and summarize data
• Strong interpersonal skills
• Ability to handle multiple priorities
• Excellent telephone skills in handling both internal and external customers
• Ability to work independently and be highly organized
• Able to lift up to 50 pounds using proper lifting techniques
• Ability to travel locally to customer offices and/or training (less than 10% of the time)


Covetrus offers a comprehensive total compensation and benefits package that includes medical, dental, and vision insurance, 401(k) with a generous company match, company paid life insurance and AD&D coverage, educational assistance, and much more!

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Company Details


Portland, Maine, United States

Covetrus is dedicated to advancing the world of veterinary medicine and empowering veterinary healthcare teams across the companion, equine, and large-animal health markets.