Senior IT Support Specialist Job San Francisco area,California USA,IT/Tech

The IT Support Specialist II will provide world class technical support to Open Gov’s employees, as well as become a subject matter expert on Open Gov’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 Open Gov 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

Benefits

Work from anywhere
Unlimited vacation
Mission-driven colleagues
World-class healthcare
Professional development

A proactive problem-solving approach with a hands-on attitude
Excellent communication and interpersonal skills
Possess a minimum of 3 years of experience in a corporate IT support role, with demonstrated proficiency in troubleshooting and problem-solving
Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
Possess a minimum of 2 years of experience providing executive level support
Ability to work independently and as part of a team, with a strong sense of accountability and responsibility
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
Functional experience in an agile work environment
Experience with teleconferencing equipment
Competence in networking tools, particularly Meraki
Capability to lift objects weighing up to 50 pounds
Demonstrate proficiency across multiple platforms, including OSX, Windows, iOS, and Android
Working knowledge of Google Apps, Office 365, and Atlassian tools preferred
Ability to collaborate seamlessly across departments to continually enhance our employee support services

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