IT Supervisor

About Company:

Our Vision: Create a world with more play, more joy, more love, more comfort, more togetherness, and more peace.

Our Mission: To Provide Excellence in Care. With Love.

We achieve this by:

• Practicing the highest quality team-based care;
• Creating one practice within a multi-specialty environment;
• Caring for our patients, each other, our clients, and our family veterinarians;
• Creating a trusting, emotional, and empathetic bond.

JOB SUMMARY

The IT Supervisor is responsible for maintaining peak operational performance, security, and integrity of the hospital’s technology infrastructure and information systems. The supervisor provides end-user support, manages hardware and software assets, troubleshoots network systems, and supports specialized medical operating systems (including Idexx, Cornerstone, Instinct, Google Cloud Services, and associated peripherals).

Given our 24/7 hospital operations, this role requires schedule flexibility. Availability and occasional on-site presence outside of standard business hours (including early mornings, late evenings, weekends, and some holidays) will be necessary, as will responding to occasional call-ins.

The IT Supervisor works under the primary instruction of the acting CEO and Hospital Director. This is an overview of the position and specific duties are not limited to those listed.

DUTIES AND RESPONSIBILITIES

Information Technology Support

• Serve as the first point of contact for everyday IT issues, including workstations, printers, logins, peripherals, and general software or hardware troubleshooting.
• Set up, image, configure, and issue Windows computers and user accounts for new and current staff during onboarding and role transitions.
• Maintain day-to-day operations of the Windows environment, while providing technical support for personal or hospital-utilized MacBooks.
• Support the Google Cloud/Workspace environment (email, shared drives, and collaboration apps), assisting staff with user accounts, access permissions, and daily application support.
• Troubleshoot Wi-Fi, connectivity, and network equipment hiccups, coordinating with senior leadership or Managed Service Providers (MSPs) for complex or large-scale issues.
• Perform light network administration and help support the small on-site server footprint in coordination with external MSP support.
• Maintain physical security systems, including CCTV security camera infrastructure and door badge access control systems.
• Collaborate with technology vendors and external MSPs on ticketing escalation, equipment orders, and issue resolution.
• Maintain complete and structured system documentation, hardware/software inventory, and procedure guides for seamless team reference.
• Perform routine preventive maintenance to ensure hardware health and longevity, including cleaning dust from desktops, replacing thermal paste on a scheduled rotation based on device age, routing and organizing cables, and sanitizing monitors and peripherals.
• Manage and execute IT projects from initiation to completion, working independently or with direction and mentorship as technical scope expands.
• Provide support for information technology infrastructure, including networking, firewalls, VPNs, and servers.
• Assist with the maintenance and troubleshooting of approximately 80 workstations and laptops.
• Collaborate with IT service providers or internal IT personnel for more complex technical issues.
• Ensure smooth and efficient running of Information Systems by coordinating and directing contracted services.
• Analyze business requirements and develop cost-effective solutions to meet requirements. Make recommendations to senior leadership for final decisions.
• Ensure network, servers, workstations, laptops, and peripherals are maintained for peak performance and security.
• Establish standardized office automation procedures and structure, including workflows, file organization, access permissions, and naming conventions. Design procedures for use of IT resources following standardization.
• Support company’s medical operating systems including Google Cloud Services, Idexx Cornerstone, Instinct, ADP, Facilities CMMS, phone and security systems.
• Design, plan and execute training on the use of systems and networks. Assist with onboarding new employees to ensure they understand the IT environment.
• Coordinate with senior leadership to maintain IT systems inventory of hardware and software.
• Plan and recommend equipment and software upgrades. Coordinate hospital-wide system upgrades to minimize staff and operational impacts.
• Perform troubleshooting and execute needed repairs.
• Coordinate maintenance activities when needed through service providers. Provide support of peripheral devices: printers, scanners, telephones, and security cameras, etc.
• Maintain supplies inventory of expendable items (printer toner cartridges, keyboards, mice, etc.).
• Assist with light facilities tasks that arise alongside IT responsibilities as needed.

Administrative & Reporting

• Maintain accurate records and documentation for all technology assets and maintenance activities.
• Generate regular reports on IT infrastructure status, system upgrades, and asset lifecycles.
• Support development of IT policies, procedures, and best practices to safeguard data integrity and compliance with regulatory requirements.
• Assist in budget planning for IT-related expenditures, software licensing, and equipment upgrades.
• Review IT vendor contracts and MSP service agreements annually and/or as needed.
• Communicate effectively with staff regarding system maintenance schedules, updates, and operational disruptions.

QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 3 years of experience in IT support or systems administration with demonstrated leadership responsibilities.
• Strong understanding of network infrastructure, hardware, software, and security protocols.
• Excellent problem-solving and communication skills.

Preferred

• Professional certifications such as CompTIA Network+, Microsoft Certified: Azure Administrator, or Cisco CCNA.
• Experience with cloud computing platforms and virtualization technologies.
• Familiarity with ITIL framework and service management best practices.
• Previous experience in project management or IT governance.
• Advanced knowledge of cybersecurity principles and risk management.

KNOWLEDGE AND SKILLS

• Exceptional problem-solving skills with the ability to diagnose issues and implement effective solutions.
• Strong communication and interpersonal skills, capable of clear and concise interaction with all levels of staff and external vendors.
• Basic understanding of networking, servers, and workstation/laptop troubleshooting.
• Proficiency in using IT management software and basic office applications.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Knowledge of a variety of IT systems, databases and applications, and security systems with focus on Google services.
• Familiarity with TCP/IP protocols, Wi-Fi, LAN/WAN and firewall configuration.
• Hands-on experience with troubleshooting and repairing complex IT issues.

Four Seasons IT Infrastructure Overview

• Microsoft® Servers.
• Microsoft® Windows 10 operating system on workstations and laptops.
• Google® Cloud Services for email, Contacts, Docs, Sheets, Slides, etc.
• Idexx Laboratories® Cornerstone - veterinary medical practice management software.
• Cisco Firewall, NetExtender® VPN, Termserv Remote Desktop connection.
• VetBloom, WhenToWork, Slack, and other support tools.

SAFETY

• Follow OSHA guidelines concerning safety and electrical standards.
• Follow established hospital safety guidelines regarding animal handling, controlled drugs, radiation protection, bite wounds, and the handling/care of equipment.
• Familiar with federal and state regulations relating to physical and network data safety.

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Veterinarians and staff at Four Seasons are regularly required to:

• Must be able to stand, walk, and sit for extended periods.
• Use hands to handle, control, or feel objects, tools, or controls.
• Reach with hands and arms in various directions.
• Frequently stoop, kneel, crouch, or crawl (such as under desks, behind servers, or routing network cabling).
• Communicate effectively through speech and hearing.
• Occasionally required to climb or balance.
• Must be able to frequently bend, lift and/or move up to 50 pounds.
• Occasionally required to lift and/or move heavy IT/server equipment with assistance.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Noise level is typically moderate.
• May be exposed to animals and environments where zoonotic diseases are present, posing a risk of disease transmission.
• Strict adherence to safety protocols and the use of personal protective equipment is required at all times to minimize exposure risk.
• May involve scheduled on-call, overnight or weekend coverage depending on hospital needs.

PERSONAL CONDUCT

• Adhere to all hospital protocols and standards
• Show respect and sensitivity for cultural differences
• Promote a harassment-free environment
• Serve as a representative of the hospital, displaying tact, consideration, courtesy, compassion, professionalism, and a positive attitude in all interactions with patients, clients, and hospital staff
• Demonstrate teamwork and initiative by assisting other employees and proactively seeking additional tasks during downtime

PUNCTUALITY AND ATTENDANCE

• Utilize the timekeeping system to clock in and out at the beginning and end of each day and during meal breaks
• Adhere to work schedule, arrive for work promptly, and be ready to begin working at the scheduled start time
• Arrive to meetings and appointments on time
• Follow hospital protocols for requesting time off and reporting absences or tardiness
• Maintain flexibility in work schedules when needed, based on the needs of the department

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.