Senior IT Support & End-User Experience Lead

OpenGov Inc.; San Francisco (CA); On-site; USD 100,000 - 121,000; Full time

Benefits offered by this job

Healthcare options

401(k) with company match

Paid parental leave

Wellness stipend

Job summary

OpenGov Inc. in San Francisco, CA seeks an IT Support Specialist II to deliver world-class technical support for employees and become a subject matter expert on OpenGov systems.

You will address advanced technical challenges, lead end-user training, author knowledge articles, and identify process improvements. The role requires 3+ years in corporate IT, 2+ years supporting executives, multi-platform proficiency (OSX/Windows/iOS/Android), and strong collaboration across departments.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3+ years in a corporate IT support role with troubleshooting proficiency.
• 2+ years supporting executives.
• Proficiency across OSX, Windows, iOS, Android.
• Familiarity with Okta and Identity Management (SCIM, SAML, OAuth).
• Proficiency with JAMF and Meraki for endpoint/network management.
• Experience with teleconferencing equipment and Atlassian tools.
• Experience in an agile work environment.
• Ability to lift up to 50 pounds.
• Strong problem-solving and teamwork mindset.
• Excellent communication and interpersonal skills.

Responsibilities

• Serve as primary escalation point for employees needing technical assistance.
• Maintain in-office presence five days a week to address requests.
• Oversee upkeep of office systems including conferencing equipment and networking.
• Troubleshoot, install, and maintain hardware, software, and peripherals.
• Mentor IT Support team with processes and best practices.
• Provide exemplary support to the executive team.
• Document IT processes and suggest improvements.
• Manage hardware and software assets for optimal use.
• Contribute to projects implementing new systems or upgrades.
• Perform repairs, maintenance, and installations.
• Deliver user training including open office hours and recorded videos.
• Travel to OpenGov facilities as required for advanced support.
• Enforce IT security policies and data backup controls.
• Collaborate with vendors for procurement and support.
• Monitor system performance and generate improvement reports.

Skills

Executive support

Troubleshooting

Multiplatform support

Communication

Independent worker

Education

Bachelor’s degree in IT/CS or related

Tools

JAMF

Okta

Meraki

Google Apps

Office 365

Atlassian tools

Job description

OpenGov Inc. in San Francisco, CA seeks an IT Support Specialist II to deliver world-class technical support for employees and become a subject matter expert on OpenGov systems.

You will address advanced technical challenges, lead end-user training, author knowledge articles, and identify process improvements. The role requires 3+ years in corporate IT, 2+ years supporting executives, multi-platform proficiency (OSX/Windows/iOS/Android), and strong collaboration across departments.