About the role
OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at O penGov.com . Job Summary The Sr. IT Support Specialist will provide world class technical support to OpenGov’s employees, as well as becoming a subject matter expert on OpenGov’s systems. This position entails addressing advanced technical challenges, lead end-user training activities, and authoring internal and end-user knowledge repository articles, as well as actively identifying enhancements for organizational processes and tools.
Responsibilities Serve as the primary escalation point for employee seeking technical assistance, providing support in-person, via chat, and email Maintain in-office presence five days a week to promptly address support requests. Oversee the upkeep of office systems, including teleconferencing equipment, networking infrastructure, and audio-visual equipment Execute advanced troubleshooting, both remotely and in-person, employing probing techniques and targeted questioning for hardware and software issues Share technical expertise and process insights to mentor the IT Support team. Deliver exemplary VIP support to the executive team Document IT processes and services, proactively suggesting process enhancements Manage assets for hardware and software, ensuring optimal resource allocation Contribute to project teams, ensuring the successful implementation of new systems or upgrades Undertake repairs, maintenance, and installations of computer hardware and software Provide comprehensive training to end-users on IT systems, offering open office hours, one-on-one sessions, and creating recorded instructional videos Travel to various sites as required to deliver advanced technical support to OpenGov facilities