Technical Support I - NY Based

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

At the ASPCA, you don’t have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to:

• 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:

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; escalate as appropriate
• Provide technical services, including installation, configuration, testing, and maintenance of hardware, software, and peripherals
• Maintain appropriate ticket documentation, including steps taken and user communications
• Maintain skills, learning existing and new technologies to support our rapidly changing and expanding environment
• Identify opportunities for process improvement and problem elimination; share experiences with the technical support team
• Advocate for the users and represent their concerns in interactions with support teams, vendors, service providers, and management

Technical Training

• Provide training and guidance in the use of technology; lead training events both informal and planned

Project Work

• Participate in project work and special assignments as assigned

Qualifications 

• Show drive and passion for getting things done
• Display courage and determination in the face of challenges and inspires others to do the same
• Take on challenging assignments that provide opportunities for growth
• Form authentic, trusting relationships which enhance individual and team performance
• Encourage and participate in open discussion and debate of issues
• Exhibit empathy and understanding for the needs of animals, co-workers, clients, and communities
• Maintain a positive, customer-focused attitude
• Able to work in environments where animals (primarily dogs and cats) are continually present
• Have excellent interpersonal, verbal, and written communication skills
• Act as a team player, sharing knowledge and experience while supporting your colleagues
• Must have appropriate technical expertise and experience in computer technical support, networking technologies, technical troubleshooting, and information security best practices, as well as specific technical skills;

• Windows (W11 required), MacOS (preferred), iOS required as well as associated peripherals

• Microsoft Office and Office 365, Outlook, cloud storage technology (we use Box), Single Sign On technology (we use Okta), Adobe Suite, web browser technology (Chrome), etc.

• Telecommunications products such as Avaya, 8x8, or Zoom

• Mobile devices, specifically iPhone, iPad and MiFi technology

• Networked printers using print management software

• Virus protection, email filtering, and network security tools

• Preference given to candidates with experience in animal care, health care, and other regulated spaces

Experience working with service management ticketing systems required, familiarity with ITSM or ITILL preferred

• Google IT Support Professional Certificate, certification in CompTIA A+/Network+, Microsoft 365: Modern Desktop Administrator Associate certification, or related professional certification preferred
• Ability to exemplify ASPCA’s core values and behavioral competencies.

Language

• English (required)

Education and Work Experience

• High School Diploma or GED (Required)
• 1+ years experience working in Help Desk/Customer Service or Desktop Support roles required
• Associate’s degree in information technology or related field preferred

Additional Information

• Work a flexible schedule with occasional paid overtime to accommodate special events and projects
• Travel to ASPCA locations for as-needed project work and to provide direct technical support
• Participate in rotation to maintain Community medical sites throughout the NYC area
• Participate in the Saturday coverage rotation – will be required to work a week that includes Saturdays at least 13 weeks out of the year
• Participate in the 24/7 Technical Support On-Call rotation

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