Sr. IT Support Specialist

OpenGov Inc.; Maharashtra; On-site; INR 600,000 - 1,000,000; Full time

Benefits offered by this job

Healthcare options

Flexible vacation

401(k) with company match

Parental leave

Wellness stipends

HSA contributions

Job summary

OpenGov Inc. seeks a Sr. IT Support Specialist to deliver world‑class technical support to employees and become a subject‑matter expert on OpenGov’s systems. You will lead end‑user training, author knowledge articles, and identify improvements to processes and tools.

Responsibilities include serving as the main escalation point, maintaining office systems, mentoring the IT team, and delivering VIP support to executives. Travel to multiple sites is required.

Qualifications

• 3+ years in a corporate IT environment.
• VIP‑level support experience preferred.

Responsibilities

• Serve as primary escalation point for employee tech support (in‑person, chat, email).
• Maintain in‑office presence five days a week to address requests.
• Oversee office systems and AV hardware, conferencing equipment, and networking.
• Troubleshoot hardware/software remotely and in person using probing techniques.
• Mentor IT Support team with shared knowledge and process improvements.
• Provide superior VIP support to the executive team.
• Document IT processes and suggest improvements.
• Manage hardware/software assets and resource allocation.
• Contribute to projects for new systems or upgrades.
• Repair, maintain, and install computer hardware/software.
• Deliver end‑user training (open hours, 1:1, videos).
• Travel to various OpenGov sites for advanced support.

Skills

VIP support

End-user training

Troubleshooting

Windows

macOS

iOS/Android

Okta

SCIM/SAML/OAuth

JAMF

Meraki

Google Apps

Office 365

Atlassian tools

Agile

Tools

JAMF

Meraki

Okta

Google Apps

Office 365

Atlassian

Video conferencing hardware

Job description

Job Summary

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

Responsibilities

• Serve as the primary escalation point for employee technical assistance, providing support in‑person, via chat, and email.
• Maintain an 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 hardware.
• Execute advanced troubleshooting, both remotely and in‑person, using 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 to ensure successful implementation of new systems or upgrades.
• Undertake repair, maintenance, and installation of computer hardware and software.
• Provide comprehensive training to end‑users on IT systems, offering open office hours, one‑on‑one sessions, and recorded instructional videos.
• Travel to various sites as required to deliver advanced technical support to OpenGov facilities.

Requirements and Preferred Experience

• Minimum of 3 years of experience in a corporate, IT‑related environment.
• Minimum of 2 years of experience providing VIP‑level support.
• Proficiency across multiple platforms, including OSX, Windows, iOS, and Android.
• Familiarity with Okta and modern identity‑management processes and protocols such as 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.
• Proactive problem‑solving approach with a hands‑on attitude.
• Team‑oriented mindset, collaborating across departments to enhance employee support services.

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.