Summary:

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. 

The Technical Support role is an on-site user-facing support position reporting to the Technical Operations or Technical Services Manager. 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!

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.

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. 

Responsibilities:

Responsibilities will include but are not limited to:

• 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 
• Provide training and guidance in the use of technology; lead training events both informal and planned
• 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
• Participate in project work and special assignments as assigned

Exemplifies the ASPCA’s Core Values:

• Has Commitment and dedication to improving the lives of animals
• Demonstrates Ownership and feels responsible for outcomes
• Believes in Team – that we are stronger together
• Seeks to Elevate others and reimagine what is possible
• Focuses on Impact, specifically making change for animals

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

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

Technical Requirements:

• 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 (W10& W11 required), MacOS (preferred), iOS required as well as associated peripherals 
  • Micosoft 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

Physical Requirements:

• Must be able to work in a stationary position for 8+ hour days and lift up to 25 lbs

Travel Requirements:

• 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)

Compensation & Benefits:

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 $27.41/hour - $28.85/hour

For more information on our benefits offerings, click here.

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If you are interested in joining our team but do not see a position listed that fits your experience or interests, please visit our website to join our Talent Community and stay connected to future opportunities with the ASPCA.

Qualifications:

See above for qualifications details.

  

Language:

English (Required)

Education and Work Experience:

High School Diploma (Required)

  

1+ years experience working in Help Desk/Customer Service or Desktop Support roles required, High School Diploma or GED required, Associate’s Degree in information technology or related preferred

Our EEO Policy:

The ASPCA is an Equal Employment Opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws.  A reasonable accommodation is a change in the ASPCA’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA.  Please inform the ASPCA’s People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status,  or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).