Technical Support II - LA Region

Summary: Overview The TechnicalSupport II - Larger Los Angeles Region is a dedicated on-site role serving as the primary IT presence across ASPCA's Los Angeles-area facilities. Reporting to the Technical Services Manager, this position provides end-user support, systems administration, local infrastructure oversight, and project participation across multiple sites. Working independently and in partnership with the broader Technical Services team, this individual ensures staff have secure, reliable technology so they can focus on ASPCA's mission of improving the lives of animals. The ideal candidate is a customer-focused, self-motivated professional with strong troubleshooting, communication, and organizational skills whothrivesin a fast-paced, multi-site environment. This role offers broad exposure to end-user computing, infrastructure, and IT operations while supporting a growing regional footprint. Please note - applications for this role will be accepted until 5pm ET on Thursday 8/20. Who We Are The Technical Support team is the first line of contact for technology issues at the ASPCA: they are the face of IT, with team members atdifferent levelshandling various issues ranging from basic support to advanced configuration, management, and troubleshooting. The team seeks to resolve most issues on first contact, researching or escalating more complex issues as needed What You’ll Do Technical Support will apply proven communication skills, problem-solving skills, and knowledge of best practices to create and support simple, scalable, compliant, and more automated ASPCA mission-critical information and systems. The ideal candidate will have excellent interpersonal skills, be a team player, and desire to support the ASPCA in achieving our mission of ending cruelty to animals. In this position, you will never be bored! The ASPCA supports a broad portfolio of technologies to support highly mobile and diverse staff.Maintaining a presence in multiple geographic locations, the team provides support (hands-on and remote) to over a dozen facilities, field operations, and over a thousand individual staff members.Your work will be integral to the organization as you work cross-functionally to ensure ASPCA staff, partners, and communities have the tools needed to work effectively and efficiently to improve animal welfare. Technical Support II reports directly to the Senior Manager of Technical Support and has no direct reports. Where and When You’ll Work This role provides primary on-site IT coverage across the following ASPCA Los Angeles-area locations, rotating based on operational need and scheduled coverage: South LA Community Veterinary Clinic - Los Angeles, CA 90047 Carson Community Veterinary Center (CVC) - Gardena, CA 90248 Field Lot - Paramount, CA 90723 Kitten Foster Center - Burbank, CA 91505 Additional sites are anticipated within the next one to two years; the scope of this role will expand accordingly. This is a full-time, on-site position; remote work is not available for day-to-day operations Regularly rotates across all current LA area sites (Burbank, Los Angeles, Gardena, Paramount) based on operational need and scheduled coverage; scope expands as additional sites come online Reliable and timely means of transportation to and from all current LA area sites on a regular basis required Participates in the 24/7 Technical Support On-Call rotation Works a flexible schedule with occasional paid overtime to accommodate special events and projects Participates in the Saturday coverage rotation - required to work a week that includes Saturdays at least 8 weeks out of the year National travel to other ASPCA locations: approximately 1-2 weeks annually for training, major projects, or site support visits Occasional short-notice travel may be required for emergency field operations What You’ll Get Compensation Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future. The target hiring range for this role is $32.70 - $34.14 per hour. Benefits At the ASPCA, you don’t have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to: Affordable health coverage, including medical, employer-paid dental and optional vision coverage. Flexible time off that includes vacation time, paid personal time, sick time, bereavement time, paid parental leave, and 10 company paid holidays that allows you even more flexibility to observe the days that mean the most to you. Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions — we match dollar-for-dollar up to 4% and provide an additional 4% contribution toward your future each year. Robust professional development opportunities, including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field and so much more. Responsibilities: Responsibilities Responsibility buckets are listed in general order of importance. They include, but are not limited to: End-User Technical Support: Serve as the primary on-site IT point of contact for all LA area facilities; triage, own, and resolve end-user issues or escalate to the remote Technical Services team with full documentation Provide technical support for remote users and for other sites; triage, own, and resolve end-user issues during downtime from primary on-site IT responsibilities Provide exceptional customer service; answer questions and resolve issues with technology products and services promptly and professionally Provide troubleshooting and resolution for technical issues at all levels of complexity; escalate advanced issues with clear, actionable documentation Conduct independent research and diagnostics to resolve issues efficiently and thoroughly Provide technical services including installation, configuration, testing, and maintenance of hardware, software, and peripherals Provide both just-in-time and planned user training and guidance on technology tools and systems for LA area staff Maintain timely and accurate ticket documentation in FreshService, including steps taken, user communications, and resolution details Advocate for users and represent their concerns in interactions with support teams, vendors, service providers, and management Maintain skills, learning existing and new technologies to support a rapidly changing and expanding environment Assist with training and onboarding of new hires at LA area sites Identify opportunities for process improvement and problem elimination; share findings with the broader Technical Services team Own one or more systems, technologies, or vendor relationships as the internal subject matter expert for the LA region Applications & Systems Administration This role independently handles routine-to-intermediate systems administration tasks at LA sites and escalates complex infrastructure issues to the engineering team with appropriate documentation. Perform daily system monitoring, including review of logs and alerts, to verify the integrity of hardware, server #J-18808-Ljbffr Aspcapro