Technical Support (Level 2)

Please make sure to attach your resume to complete your application.

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 a variety of issues ranging from basic support to advanced configuration, management, and troubleshooting. The team seeks to resolve most issues on first contact, researching or seeking additional support for more complex issues as needed.

This is a critical, user-facing support position that works closely with other teams to support the end user computing needs of the ASPCA. The IT team provides outstanding 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 and in doing so you are having 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 information and systems that are critically important to our work. The ideal candidate will have strong interpersonal skills, be a great teammate, and have a 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 a 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 and field operations, and over a thousand individual staff members. Your work will be integral to the organization as you work across departments to ensure ASPCA staff, partners and communities have the tools needed to work effectively and efficiently to improve animal welfare.

This position is 50% on-site in our facility in Columbus, OH, and 50% remote time, and requires travel as detailed below.

Responsibilities:

Responsibilities will include, but are not limited to:

  • Offer exceptional customer service to clients; answer questions and solve issues with technology products and services
  • Provide troubleshooting and resolution for technical issues, including completing independent research
  • Provide technical services, including installation, configuration, testing and maintenance of hardware, software and peripherals
  • Deliver 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 evolving and expanding environment and assist with training to ensure other team members also develop these skills
  • Find opportunities for process improvement and problem elimination, proposing potential solutions; assist with development of process and share experiences with technology support team
  • Advocate for the users and represent their concerns in interactions with support teams, vendors, service providers and internal IT groups
  • Have responsibility for one or more systems, technologies or vendor relationships, or act as internal point person for subject matter expertise
  • Participate in project work, including independent 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

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 required), MacOS (preferred), iOS and associated peripherals
  • MS 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

Physical Requirements:

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

Shift and Travel Requirements:

  • Work week is comprised of a 10-hour work shift, 4 days per week
    • 50% on-site work at ASPCA Columbus, OH facility
    • 50% remote work
  • Schedule flexibility including occasional paid overtime to accommodate coverage, special events and projects
  • Participate in the Saturday coverage rotation – will be required to work a week that includes Saturdays at least 8 weeks out of the year
  • Participate in the 24/7 Technical Support On-Call rotation
  • 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)

(Please note, travel requirements may be modified temporarily due in part to COVID-19; this remains a requirement of the position, and we expect normal travel volume to resume as the organization resumes normal operations)

Education and Work Experience:

  • Associate’s Degree (preferred)
  • High School Diploma or GED (required)
  • Must have experience working in Help Desk/Customer Service or Desktop Support roles, 4 years minimum experience preferred

Qualifications:

Able to work in environments where animals (primarily dogs and cats) are continually present, Act as a great teammate, sharing knowledge and experience while supporting your colleagues, Displays courage and determination in the face of challenges and inspires others to do the same, Encourages and participates in open discussion and debate of issues, Exhibits empathy and understanding for the needs of animals, co-workers, clients and communities, Forms authentic, trusting relationships which enhance individual and team performance, Look for ways to increase our impact by leveraging others’ work, Maintain a positive, customer-focused demeanor!, Shows drive and passion for getting things done, Strong interpersonal, oral and written communication skills, Take on complicated assignments that provide opportunities for growth

  

Language:

English

Education and Work Experience:

Associates: Computer and Information Science, High School Diploma (Required)

  

COVID Statement:
The ASPCA strives to maintain a COVID-free workplace. To that end, being fully vaccinated is a condition of employment for all ASPCA employees, including new hires, except where prohibited by applicable state or local law. The ASPCA makes reasonable accommodations for qualified applicants with disabilities or sincerely held religious beliefs that prohibit a person from being vaccinated.

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).

Please don’t forget to attach your resume to complete your application.

About Us:
The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.

The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.

The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.

At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA’s vision – that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.