Sr. IT Support Specialist
OpenGov•San Francisco, CA
•$100,000 - $121,000•Onsite
About The Position
The IT Support Specialist II will provide world class technical support to OpenGov’s employees, as well as become a subject matter expert on OpenGov’s systems. This position entails addressing advanced technical challenges, leading end-user training activities, and authoring internal and end-user knowledge repository articles, as well as actively identifying enhancements for organizational processes and tools.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Possess a minimum of 3 years of experience in a corporate IT support role, with demonstrated proficiency in troubleshooting and problem-solving
- Possess a minimum of 2 years of experience providing executive level support
- Demonstrate proficiency across multiple platforms, including OSX, Windows, iOS, and Android
- Familiarity with Okta and an understanding of modern Identity Management processes and protocols, including SCIM, SAML, and OAuth
- Proficiency in endpoint management systems such as JAMF
- Competence in networking tools, particularly Meraki
- Experience with teleconferencing equipment
- Functional experience in an agile work environment
- Capability to lift objects weighing up to 50 pounds
- A proactive problem-solving approach with a hands-on attitude
- Ability to work independently and as part of a team, with a strong sense of accountability and responsibility
- Ability to collaborate seamlessly across departments to continually enhance our employee support services
- Excellent communication and interpersonal skills
Nice To Haves
- Working knowledge of Google Apps, Office 365, and Atlassian tools preferred
Responsibilities
- Serve as the primary escalation point for employees seeking technical assistance, providing second-level technical support in-person, via chat, over the phone, and email
- Maintain in-office presence five days a week to promptly and effectively address support requests.
- Oversee the upkeep of office systems, including teleconferencing equipment, networking infrastructure, and audio-visual equipment
- Execute advanced troubleshooting, both remotely and in-person, and install, configure, and maintain computer hardware, software, and peripheral devices, ensuring they are up-to-date and functioning optimally.
- Share technical expertise and process insights to mentor the IT Support team.
- Deliver exemplary support to the executive team
- Document IT processes and services, proactively suggesting process enhancements
- Manage assets for hardware and software, ensuring optimal resource allocation
- Contribute to project teams, ensuring the successful implementation of new systems or upgrades
- Undertake repairs, maintenance, and installations of computer hardware and software
- Provide comprehensive training to end-users on IT systems, offering open office hours, one-on-one sessions, and creating recorded instructional videos
- Travel to various sites as required to deliver advanced technical support to OpenGov facilities
- Implement and enforce IT security policies and procedures, including data backup, antivirus, and user access controls to safeguard company data
- Collaborate with third-party vendors for hardware and software procurement and support, ensuring cost-effective solutions
- Monitor system performance, generate reports, and proactively identify areas for improvement or potential issues.
Benefits
- Comprehensive healthcare options for individuals and families
- Flexible vacation policy and paid company holidays
- 401(k) with company match
- Paid parental leave, wellness stipends, and HSA contributions
- Professional development and growth opportunities
- A collaborative office environment with weekly catered lunches.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
