Sr. IT Support Specialist

IT Support Specialist II

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.

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

Compensation San Francisco, CA: $100,000 - $121,000

On 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.