Sr. IT Support Specialist

IT Support Specialist IIThe 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 emailMaintain 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 equipmentExecute 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 teamDocument IT processes and services, proactively suggesting process enhancementsManage assets for hardware and software, ensuring optimal resource allocationContribute to project teams, ensuring the successful implementation of new systems or upgradesUndertake repairs, maintenance, and installations of computer hardware and softwareProvide comprehensive training to end-users on IT systems, offering open office hours, one-on-one sessions, and creating recorded instructional videosTravel to various sites as required to deliver advanced technical support to OpenGov facilitiesImplement and enforce IT security policies and procedures, including data backup, antivirus, and user access controls to safeguard company dataCollaborate with third-party vendors for hardware and software procurement and support, ensuring cost-effective solutionsMonitor system performance, generate reports, and proactively identify areas for improvement or potential issues.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-solvingPossess a minimum of 2 years of experience providing executive level supportDemonstrate proficiency across multiple platforms, including OSX, Windows, iOS, and AndroidFamiliarity with Okta and an understanding of modern Identity Management processes and protocols, including SCIM, SAML, and OAuthProficiency in endpoint management systems such as JAMFCompetence in networking tools, particularly MerakiExperience with teleconferencing equipmentWorking knowledge of Google Apps, Office 365, and Atlassian tools preferredFunctional experience in an agile work environmentCapability to lift objects weighing up to 50 poundsA proactive problem-solving approach with a hands-on attitudeAbility to work independently and as part of a team, with a strong sense of accountability and responsibilityAbility to collaborate seamlessly across departments to continually enhance our employee support servicesExcellent communication and interpersonal skillsCompensation San Francisco, CA: $100,000 - $121,000On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate's geographical location.