Sr. IT Support Specialist

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.

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

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 have

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

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