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IT Support Specialist

CivicPlus

CivicPlus

IT, Customer Service
Remote
Posted on Monday, July 8, 2024

Description

The IT Support Specialist will be responsible for providing technical support to internal systems and employees, maintaining the IT infrastructure, and assisting our on-site and remote location(s). The ideal candidate for this role should be a proactive individual with excellent problem-solving skills, a strong technical background, and independent ownership of assigned responsibilities. Additionally, they should possess a strong customer-centric approach and take pride in their troubleshooting abilities.

We’re excited to hire a new IT Support Specialist who can:

  • Technical Support: Provide first-line technical support to end-users for hardware, software, and network-related issues. Troubleshoot and resolve technical problems in a timely manner.
  • Incident Management: Monitor, prioritize, and manage helpdesk tickets using our Zendesk ticketing system. Ensure all incidents are logged, resolved, and closed appropriately.
  • System Maintenance: Assist in the maintenance, installation, and configuration of hardware, software, and peripherals. Perform routine system checks and updates on corporate technology assets. Participate in active work on imaging and deployment of corporate equipment.
  • User Training: Conduct training sessions and create documentation for end-users to help them effectively use IT resources and knowledge-based articles.
  • Infrastructure Support: Assist in the administration and maintenance of the company's infrastructure and technology stack, including wireless networks, virtual desktops and Microsoft 365.
  • Security: Help support and maintain IT security protocols and policies defined to protect company and employee data and systems. Monitor potential security threats across Exchange, Slack, Zoom, Teams, and take appropriate actions with necessary stakeholders.
  • Asset Management: Manage IT assets, including inventory tracking, lifecycle management, procurement, on-boarding, off-boarding and transfers. Maintain accurate and up-to-date records to ensure corporate-managed equipment is compliant with security audit records.
  • Collaboration: Work closely with the Director of IT Operations and other IT team members to implement and support IT projects and initiatives across the organization. Other areas of focus include but are not limited to Security, Revenue Systems, Knowledge Management.

There is no perfect candidate, but we are looking for:

  • Bachelor's degree in MIS, IS, or another qualified field of study preferred.
  • Proficiency in Microsoft OS and Apple OS
  • Experience with video conference platforms
  • Knowledge of software applications, networking protocols, and physical/virtual hardware
  • Microsoft 365 suite or equivalent
  • Helpdesk ticketing system, including Zendesk
  • Understanding of security applications
  • Endpoint management
  • Remote support management tools
  • Knowledge of VOIP systems
  • Experience with VMware virtualization
  • Understanding of SaaS (Software as a Service)
  • Knowledge of IaaS (Infrastructure as a Service)
  • Project management skills
  • Any technical certifications (A+, Net+, etc..) are a plus.

*Note: We know that excellent candidates can have all sorts of backgrounds and experiences, so please don’t hesitate to apply even if you don’t meet 100% of the listed requirements!

We offer competitive salary and benefits packages, including health insurance, retirement plans, flexible time off, and a commitment to Diversity, Equity, Inclusion, and Belonging. If you are passionate about technology and want to make a meaningful impact in your community, we’d love to hear from you.

We are an equal opportunity employer and value diversity at our company. We desire to have our employees reflect the diverse communities we serve, and we recognize that diverse and inclusive teams lead to more innovation and better financial returns. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Compensation and Benefits:

  • Estimated Salary Range: $22.78 – $31.44 per hour. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
  • Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.

What is our hiring process?

  • Introductory Call with a member of our Talent Acquisition team.
  • First Interview with the Hiring Manager
  • Second Interview- Panel Interview with up to 4 CivicPlus Team Members
    • Interview Project Activity- This activity is designed to give us insight into your problem-solving approach and methods.
  • Offer

Please note that the specifics of this process may vary based on the position you're applying for.

About CivicPlus:

CivicPlus® is a trusted technology company dedicated to empowering government staff and powering exceptional digital experiences for residents. With a comprehensive suite of solutions that combine to form THE modern Civic Experience Platform, we strive to create one-stop, frictionless, interactions that delight residents and help staff collaborate and work efficiently. As a result, government administrations that choose CivicPlus realize greater trust and satisfaction among their community members. Backed by over 25 years of experience and leveraging the insights of more than 850 team members, our solutions are chosen by over 10,000 customers and are used daily by over 340 million people in the U.S. and Canada alone.

PLEASE NOTE: CivicPlus is currently unable to provide visa sponsorship for this position. Applicants must be authorized to work in the US.

Employment Practices:

  • CivicPlus is proud to be an Equal Employment Opportunity employer. At CivicPlus, we celebrate and support diversity for the benefit of our employees, products, clients, and communities we serve.
  • Upon receiving an offer of employment, candidates must complete required pre-employment background screen. Offer of employment is contingent upon this post-offer screening process. All testing will be conducted by a licensed independent administrator, which will follow testing standards and background screens in accordance with state law.
  • We are committed to providing equal employment opportunities to all qualified individuals and will make reasonable accommodations for individuals with disabilities during the interview process. If you require an accommodation, please let us know in advance so we can make appropriate arrangements. We welcome and encourage candidates of all abilities to apply for this position.

Please be aware of scammers who may fraudulently allege to be from CivicPlus. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information such as bank account numbers, identification numbers, etc through social media or chat-based apps, nor do we request or send money for the purchase of business equipment or request interviews via text message. If you suspect fraud, please report it to your local authorities, as well as reaching out to us at Recruiting@civicplus.com with any information you may have.