Technical Support I - NY Based

aspca; United States; On-site; USD 39,000 - 41,000; Full time

Benefits offered by this job

Health coverage

Paid time off

401(k) retirement plan with employer 4

Professional development

Job summary

ASPCA is seeking an on-site Technical Support professional to serve as the face of IT, delivering exceptional user support across multiple facilities. The role involves travel to ASPCA locations (NYC, regional offices) to assist staff with computing needs and maintain systems, with a Tuesday–Friday, 4‑day, 10‑hour shift pattern and overtime flexibility.

The successful candidate will join a team that supports a broad portfolio of technologies, providing hands-on and remote assistance, ensuring

Responsibilities

• Provide exceptional customer service to clients; answer questions and solve issues with technology products and services.
• Provide troubleshooting and resolution for technical issues; esc
• Provide technical services, including installation, configuration, testing, and maintenance of hardware, software, and peripherals

Skills

Customer service

Troubleshooting

Technical support

Job description

Summary

Overview

The Technical Support role is an on‑site user‑facing support position reporting to the Senior Manager of Technical Support. This is a critical role that works closely with other teams to support the end user computing needs of the ASPCA. As the face of Information Technology, the team provides exceptional customer service, including timely response to issues, leading troubleshooting efforts, managing escalations, and generally seeing things through. You will directly ensure that ASPCA staff can focus on improving the lives of animals. In doing so, you have a direct and powerful impact on the organization's mission!

Please note - applications for this role will be accepted until 5pm ET on Thursday 8/20.

Who We Are

The Technical Support team is the first line of contact for technology issues at the ASPCA: they are the face of IT, with team members at different levels handling various problems ranging from basic support to advanced configuration, management, and troubleshooting. The team seeks to resolve most issues on first contact, researching or escalating more complex issues as needed.

What You'll Do

Technical Support will apply proven communication skills, problem‑solving skills, and knowledge of best practices to create and support simple, scalable, compliant, and more automated ASPCA mission‑critical information and systems. The ideal candidate will have excellent interpersonal skills, be a team player, and desire to support the ASPCA in achieving our mission of ending cruelty to animals. In this position, you will never be bored! The ASPCA supports a broad portfolio of technologies to support highly mobile and diverse staff. Maintaining a presence in multiple geographic locations, the team provides support (hands‑on and remote) to over a dozen facilities, field operations, and over a thousand individual staff members. Your work will be integral to the organization as you work cross‑functionally to ensure ASPCA staff, partners, and communities have the tools needed to work effectively and efficiently to improve animal welfare.

Technical Support I reports directly to the Senior Manager, Technical Support and has no direct reports.

Where and When You'll Work

This on‑site position will rotate between work locations at our 8th Avenue Office and 92nd Street Office with travel as outlined below. The schedule for this position is Tuesday through Friday (4 days, 10‑hour shifts), with flexibility to work overtime as needed.

Must be willing to travel to all ASPCA locations; approximately 2 weeks of national travel annually for site support visits

Occasional short‑notice travel may be required for emergency field operations

Occasional travel to ASPCA facilities in your local area as‑needed/as appropriate (NY/NC/OH/IL/CA/FL)

What You'll Get

Compensation

Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.

The target hiring range for this role is $28.13 - $29.57 per hour.

Benefits

• Affordable health coverage, including medical, employer‑paid dental and optional vision coverage.
• Flexible time off that includes vacation time, paid personal time, sick time, bereavement time, paid parental leave, and 10 company paid holidays that allows you even more flexibility to observe the days that mean the most to you.
• Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions - we match dollar‑for‑dollar up to 4% and provide an additional 4% contribution toward your future each year.
• Robust professional development opportunities, including classes, on‑the‑job training, coaching and mentorship with industry‑leading peers, internal mobility, opportunities to support in the field and so much more.

Responsibilities

Responsibility buckets are listed in general order of importance. They include, but are not limited to:

Technical Support

• Provide exceptional customer service to clients; answer questions and solve issues with technology products and services
• Provide troubleshooting and resolution for technical issues; esc
• Provide technical services, including installation, configuration, testing, and maintenance of hardware, software, and peripher