Sr. IT Support Specialist

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.

Job Summary

The Sr. IT Support Specialist will provide world class technical support to OpenGov’s employees, as well as becoming a subject matter expert on OpenGov’s systems. This position entails addressing advanced technical challenges, lead end-user training activities, and authoring internal and end-user knowledge repository articles, as well as actively identifying enhancements for organizational processes and tools.

Responsibilities

• Serve as the primary escalation point for employee seeking technical assistance, providing support in-person, via chat, and email

• Maintain in-office presence five days a week to promptly 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, employing probing techniques and targeted questioning for hardware and software issues

• Share technical expertise and process insights to mentor the IT Support team.

• Deliver exemplary VIP 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

Requirements and Preferred Experience

• Possess a minimum of 3 years or prior experience in an corporate, IT-related environment.

• Possess a minimum of 2 years of experience providing providing VIP 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

• Embrace a team-oriented mindset, collaborating seamlessly across departments to continually enhance our employee support services

Why OpenGov?

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.

Benefits That Work for You

Enjoy an award-winning workplace with the benefits to match, including:

• 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.