Description

Job Title: Information Technology Support Specialist

Department: General Administration (Support Services)

Reports To: Controller

FLSA Status: Temporary, Non-exempt, Part-time

Salary: Hiring Range: $22.00 - $22.00 per hour; Salary Range: $20.00 - $25.00 per hour

Overview:

The Sacramento SPCA is a vibrant, well-established and respected non-profit animal welfare organization. Through our nationally-ranked high-volume spay and neuter clinic (we are ranked as one of the top 10 clinics in the country!), successful adoption program, behavior and training programs and commitment to excellent animal care, the Sacramento SPCA is giving more than shelter and saving animals one life at a time.

General Summary:

Reporting directly to the Controller, the Information Technology Support Specialist supports a wide range of professional work including the maintenance and logistics of IT in support of SSPCA programs and services. The IT Support Specialist also serves as a liaison between campus IT infrastructure, SSPCA Leadership Team, and vendors to facilitate effective operations and programs. This individual will have the ability to see the broadest possible view of an issue or challenge as well as the impacts of those issues and challenges from a narrower, department level perspective. 

This role will require the ability to understand IT systems, services, and future needs, as well as communicate with staff and vendors to problem-solve, maintain, and upgrade IT systems. 

Essential Job Functions:

• Helpdesk vendor management.
• Support IT service contracts. 
• Supports and manages occasional computer hardware trouble-shooting. 
• Establishes and maintains cooperation, understanding, trust and credibility with staff at all levels of the Organization.
• Desktop/Laptop hardware & peripheral troubleshooting.
• Mobile Device support (Android Tablets, iOS Phones).
• Printer troubleshooting (submit support request to vendors and work with their techs if they are not able to resolve the issue).
• Hardware swaps:

1. Keyboards
2. Mice
3. Surge Protectors
4. UPS (small backup batteries for individual workstations)
5. Monitors
6. Headsets
7. Desk phones

• Microsoft Office 365 Desktop and Web App end user support.
• Windows 10/11 end user support.
• Hands on support working with Effortless/Zoom for escalated tickets.
• Contact Effortless/Zoom on behalf of staff requesting support that they are not able to resolve or are unable to be at their desk for troubleshooting.
• Submit administrative change tickets to Effortless/Zoom:

1. Permission changes, must be submitted with supervisor approval

• Setup Pop-up wi-fi and hotspots for events.

Additional Duties and Responsibilities:

• Interested in, monitors needs, and provides input on emerging trends and developments that could help provide IT solutions for the Organization.
• Acts as a trusted advisor, and coordinates quick, reliable, cost-effective delivery of IT services to meet business needs.
• Maintains vendor relationships and assists the purchase of hardware and software products. 
• Strong written and oral communication skills. 
• Ability to effectively work with both internal and external customers.
• Ability to critically think to solve a range of problems.
• Maintains communication with management and ensures that staff is notified of concerns as appropriate.
• Supports with office purchasing requirements, for non-computer related equipment.
• Treats all animals humanely, with compassion and concern, both on and off the job and transmits these values to others.
• Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all of the employer’s safety policies and rules and must be willing to report safety violations and potential safety violations to appropriate supervisory or management personnel.

Requirements

 Knowledge, Skills, and Abilities:

• Knowledge of Windows Operating systems and standard office software including Microsoft Office 365 (online and desktop) and Windows 10/11.
• Knowledge of computer hardware and software as a service (SAAS).
• Can articulate technical information to non-technical staff in a way that is easy to understand. 
• Must be an effective communicator clearly stating intentions and expectations while providing users and peers with appropriate information in a timely manner.
• Ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals. Ability to write reports, business correspondence, and procedural manuals.
• Ability to be patient, approachable, and supportive. 
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, employees and the general public.
• Works independently in the absence of supervision.
• Must maintain confidentiality of sensitive material.
• Strong analytical skills to assist with problem solving and diagnostic issues. 
• Excellent planning and organizational skills.

Education and Experience:

• Associate's Degree in computer/information science or a related field or equivalent combination of education and experience.
• Can be actively pursuing degree and in need of hands-on experience in computer related field.
• Requires at least 1 year of experience in the field or in a related area.
• Valid California Driver’s license, clear driving record for at least one year prior to application, and ability to safely operate shelter vehicles.

Physical Requirements:

• Must stand, walk, sit, bend and stoop frequently to perform duties. Have the ability to perform prolonged strenuous physical activity, including lifting and carrying objects weighing up to 50 pounds alone or up to 100 pounds with the help of fellow employees for short distances. 
• Any allergic condition that would be aggravated from exposure or through contact with animals or chemicals used to sanitize facilities, vehicles or equipment, may be a disqualification.

Working Conditions:

• May be exposed to hostile or abusive members of the public. Must be able to deal with an often times emotion-charged public and carry a fast paced and changing work load which at times can be stressful.
• By nature of the industry, there may be occasional exposure to dead, injured, sick, unruly, vicious, and/or dangerous animals in addition to exposure to parasites and to infectious diseases. 
• Must be available and willing to work such weekends, holidays, overtime, and attend mandatory training and meetings as the employer determines are necessary or desirable to meet its business needs.

Note: The statements herein are intended to describe the general nature and level of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Either employer or employee may terminate the employment relationship at any time with or without notice and with or without cause.