Senior IT Support Specialist

Who you are

• 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
• Working knowledge of Google Apps, Office 365, and Atlassian tools preferred
• 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

What the job involves

• 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
• 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

• Work from anywhere
• Unlimited vacation
• Mission-driven colleagues
• World-class healthcare
• Professional development