Sr. IT Support Specialist

The Sr. IT Support Specialist will provide world class technical support to OpenGov’s employees, as well as becoming a subject matter expert on OpenGov’s systems. This position entails addressing advanced technical challenges, lead 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 support in-person, via chat, and email; Maintain in-office presence five days a week to promptly 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, employing probing techniques and targeted questioning for hardware and software issues; Share technical expertise and process insights to mentor the IT Support team; Deliver exemplary VIP 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

Requirements

Minimum of 3 years of prior experience in a corporate, IT-related environment; Minimum of 2 years of experience providing VIP level support; Proficiency across multiple platforms including OSX, Windows, iOS, and Android; Familiarity with Okta and 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; Proactive problem-solving approach with a hands-on attitude; Team-oriented mindset collaborating across departments

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