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About the Role

The IT Support Specialist II will provide world-class technical support to OpenGov’s employees, become a subject matter expert on OpenGov’s systems, address advanced technical challenges, lead end-user training, and author knowledge repository articles.

Responsibilities

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

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
Minimum of 3 years of experience in a corporate IT support role, with demonstrated proficiency in troubleshooting and problem-solving
Minimum of 2 years of experience providing executive level support
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
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

Skills

Troubleshooting
Problem-solving
Executive level support
OSX
Windows
iOS
Android
Okta
Identity Management
SCIM
SAML
OAuth
JAMF
Meraki
Teleconferencing equipment
Google Apps
Office 365
Atlassian tools
Agile work environment
IT security policies
Data backup
Antivirus
User access controls
Vendor collaboration
System performance monitoring

Location

San Francisco, CA

Work Type

Onsite

Experience Level

3+ years in corporate IT support
2+ years executive level support

Education Level

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

Salary/Compensations

$100,000 - $121,000

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

About the Company

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S.
More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust.
Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data.
These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync.
Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.

Equal Opportunity

A Mission That Matters. At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it’s the core of our democracy.
Opportunity to Innovate. The next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.
A Team of Passionate, Driven People. This isn’t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Chicago, Dubuque, Dallas, and Pune.
A Place to Make Your Mark. We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.