Software Support Administrator Job at Antech Diagnostics (Loveland, Colorado)

Job Description

The Software Support Administrator is a highly technical individual contributor role responsible for advanced software, integration, and IHD support across Antech systems. This role serves as a critical bridge between clinics, PIMS providers, Web Support, and Development teams, ensuring reliable data flow, analyzer communication, and HealthTracks integrations. This position goes beyond traditional application support by owning day to day troubleshooting of PIMS integrations, analyzer connectivity, HealthTracks workflows, and clinic network configurations, while also supporting case management and escalations within the WSPI/IHD organization. The role requires strong technical depth, excellent customer communication, and the ability to collaborate cross functionally with internal engineering, PIMS vendors, and international support teams.

Job Responsibility

Serve as a primary technical resource for Integrated Hardware Diagnostics (IHD)–related issues, ensuring reliable communication between analyzers, local systems, and downstream applications
Troubleshoot end-to-end data flow issues involving IHD components, workstation software, device connectivity, and backend systems
Provide advanced technical support for PIMS integrations, including configuration, troubleshooting, and ongoing maintenance as it relates to IHD workflows
Work directly with clinics, PIMS vendors, third-party partners, and internal teams to resolve complex IHD-driven integration and results delivery issues
Support both cloud-based and on-premise environments, focusing on analyzer-to-system communication, data transmission reliability, and integration stability
Partner closely with internal WSPI, IHD, Web Support, Product, and Development teams to escalate and resolve high-severity or cross-system issues impacting diagnostics workflows
Work closely with veterinary clinic customers in a Technical Support call center environment, demonstrating a calm demeanor, empathy, and professionalism when handling high-pressure or escalated situations, while maintaining a strong customer-focused approach
Configure, support, and troubleshoot HealthTracks and related web application integrations
Investigate issues related to results transmission, authentication, permissions, and data visibility
Review application logs and system indicators to identify root cause and determine appropriate resolution or escalation
Escalate formal defects or complaints when issues cannot be resolved through standard troubleshooting
Install, configure, and troubleshoot Antech supported software applications and utilities
Perform validation testing following fixes, updates, or configuration changes to confirm issue resolution
Identify, document, and report software defects, collaborating closely with Development teams on root cause analysis and mitigation strategies
Troubleshoot connectivity between laboratory analyzers, devices, and client systems across multiple connection types (USB, serial, LAN, Bluetooth, and WiFi)
Configure workstation and network settings to support reliable analyzer communication, including static IPs and basic network configuration
Diagnose hardware, cabling, and peripheral issues and coordinate replacements or next steps when required
Provide advanced troubleshooting for workstation, peripheral, and connectivity issues impacting software or analyzer performance
Identify and resolve conflicts related to firewalls, antivirus software, drivers, and operating system configuration
Review system and application logs to identify recurring or critical errors
Refer clinics to local IT when appropriate while providing advanced technical guidance when IT support is limited or unavailable
Own and manage assigned support cases end to end, ensuring accurate documentation and timely resolution
Serve as an escalation point for Tier1 and Tier2 support teams
Act as a liaison between Support, IHD, WSPI, Engineering, Product, and external partners to drive coordinated resolution
Communicate technical findings, root cause, and next steps clearly to both technical and nontechnical stakeholders
Create and maintain internal troubleshooting guides, quick reference documentation, and standard operating procedures
Contribute to training materials that enable frontline teams to resolve common issues independently

Requirements

Bachelor’s degree in computer science, engineering, or equivalent experience
4+ years of experience providing software support, including installation, configuration, and troubleshooting of software applications, peripherals, scanners, printers, and analyzers
Strong understanding of Windows operating systems, networking fundamentals (TCP/IP, DNS, DHCP), and hardware troubleshooting
Working knowledge of relational databases and log analysis
Experience supporting API driven or integrated systems
Ability to troubleshoot across software, hardware, and network layers
Excellent verbal and written communication skills with both technical and nontechnical audiences
Proven ability to manage multiple complex issues simultaneously while maintaining high customer satisfaction
Strong documentation, organization, and analytical skills
Calm, empathetic, and professional demeanor in high pressure situations

What we offer

Paid Time Off & Holidays
Medical, Dental, Vision (Multiple Plans Available)
Basic Life (Company Paid) & Supplemental Life
Short and Long Term Disability (Company Paid)
Flexible Spending Accounts/Health Savings Accounts
Paid Parental Leave
401(k) with company match
Tuition/Continuing Education Reimbursement
Life Assistance Program
Pet Care Discounts

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