Description

Love animals? Want to spend your day surrounded by wagging tails and soft purrs? 

Humane Society Silicon Valley (HSSV), a privately funded, 501(c)(3) non-profit, has been serving people and pets in Silicon Valley since 1929. Having facilitated more than half a million animal adoptions, HSSV is a leader in animal welfare through our lifesaving efforts, community programs, and the many ways we are working to move the animal welfare industry forward. Our mission is to save lives, keep families together, and create a better future for pets and their people. 

We are a passionate, high-performing team who believes that collaboration is key to our success. Our best work is achieved by leveraging each other’s strengths and creating opportunities for professional growth. Join a team that focuses on our key values of kindness, courage, and impact!

Overview:

As an IT Support Specialist, you will be a part of a small but strong IT team, augmented by support from technology vendors and investment in leading technology solutions to increase our mission impact. The IT Support Specialist is responsible for day-to-day helpdesk tickets as well as setting up, troubleshooting, and configuring Windows/MAC-based systems, peripheral equipment, and software. This self-motivated individual must be an effective communicator and team player who can provide exceptional technical support to end users.

Duties and Responsibilities:

• Monitor a central ticketing system to ensure a timely response, follow-up, and resolution of IT support issues within client-defined service level agreements.
• Troubleshoot issues for local and remote users related to but not limited to, general hardware and software, application questions, password recovery, VPN, WI-FI/ethernet connectivity, etc.
• Participate in the onboarding and offboarding process, including setting up Windows and Mac systems, creating user accounts, and assigning/terminating access to HSSV applications.
• Create user email accounts using the Office 365 admin portal and manage Office 365 licensing.
• Maintain computer inventory information via an IT database.
• Manage and provide support for the key-card system and user phone system.
• Partner with various vendors (i.e., mobile, telecommunications, data) and escalate issues directly as needed.
• Document internal procedures and create and manage a knowledge base system.
• Enable cross-functional collaboration by maintaining video/conferencing equipment.
• Other job duties may be assigned as needed

Requirements

Requirements:

• Experience as a computer support specialist providing support to end users and understanding of basic networking topology.
• Strong understanding of (and ability to troubleshoot) Microsoft Windows and MAC operating systems.
• Experience with Microsoft Office 365, Active Directory services, DHCP, DNS, and Wi-Fi.
• Strong aptitude in operating systems repairs, spyware and virus removal, hardware upgrades, and troubleshooting.
• Experience with a service desk ticketing application such as Freshservice or other enterprise-class applications and endpoint management solutions.
• Experience managing video conferencing and phone solution such as Zoom and Zoom Room.
• Ability to work without supervision, exercise good time management skills, demonstrate attention to detail, and maintain confidentiality.
• Outstanding interpersonal and relationship building skills (with diverse internal and external audiences), including excellent written and verbal communication skills with technical and non-technical groups.
• High level of integrity and ethics, given access to internal systems and security.
• Must meet physical requirements, specifically removing and installing computer components and ability to lift boxes to 25lbs.

Work Days and Hours:

The opportunity is full-time, Monday – Friday. Hours are based on organizational needs. May include a weekend shift and some evenings, depending on project timelines and internal IT needs. 

Candidate Tip:

Add "apps.bamboohr.com" to your email contact list so you make sure to receive emails from HSSV regarding your application.