Computer Support Specialist

Do you love the challenge of working in technology, and enjoy connecting and providing great internal customer service to your colleagues? Consider taking your technology skills and applying them to an organization dedicated to transforming the way shelters care for animals and engage their communities. In this role, you will help provide onsite and remote technical support and troubleshooting assistance to end-users across the organization. This role requires strong customer service skills, an understanding of computer systems and networks, and the ability to diagnose and resolve issues related to hardware, software, networks, and IT services quickly and efficiently. Does this sound like you? Consider learning more below and applying! 🐾 

Important Details

Salary: $26 - 30/hour depending upon experience

Benefits (see additional benefits below):

• 15+ Days of Paid Time Off
• 4 floating holidays per full calendar year
• Health, Dental and Vision Insurance
• 401k Retirement Plan

Schedule: Primarily standard business hours, but may fluctuate as business needs dictate.

Location/Remote Capabilities: This position is an on-site role, with a primary location out of the Golden Valley, MN office. Must be able to regularly travel between our Twin Cities locations (Golden Valley, Woodbury, Coon Rapids, and St. Paul) as business needs dictate.

Essential Functions:

Technical Support:

• Respond to user inquiries and IT support tickets, providing in-person and remote technical assistance.
• Diagnose and troubleshoot hardware, software, printer, and network issues promptly.
• Escalate complex problems to higher-level support as needed.
• Manage support requests in the ticketing system, documenting issues and resolutions and closing completed tickets.
• Identify recurring issues and suggest mitigation strategies.
• Assist with employee onboarding and offboarding, including setting up and deactivating accounts, devices, and access.
• Set up and maintain workstations, laptops, and devices, ensuring that all hardware and software functions properly.
• Ensure compliance with IT policies, procedures, and cybersecurity standards.
• Assist with other IT projects as directed.

Communication and Culture:

• Deliver exceptional customer service to end-users, providing timely responses and follow-up.
• Communicate positively and professionally with customers, other employees, and volunteers.
• Promote a culture of diversity, equity, and inclusion to make AHS a welcoming environment for all.

Technology:

• Clock in and out of shifts using ADP.
• Monitor AHS email, ticketing systems, and other messaging software.

Other duties as assigned.

Additional Information:

Schedule and Attendance:

• Regular, predictable attendance, punctuality, and availability to work during operational hours.
• Attend and participate in regular team meetings, all staff meetings, and one-on-one meetings with direct leader
• Must be able to travel to other AHS work sites based on department needs
• May be required to attend occasional off-site meetings and events.

Work Environment:

• Primarily office/desk-based.
• Adjacent animal shelter areas may be humid, noisy, or odorous.

Qualifications:

Experience:

• 2-3 years of experience in computer support or a help desk environment is required.

Skills:

• Excellent customer service and communication skills.
• Strong critical-thinking and problem-solving skills. 
• Strong technical skills and the ability to troubleshoot hardware and software.
• Ability to act with integrity, professionalism, and confidentiality.

Physical Demands:

• Prolonged sitting at a desk.
• Must be able to lift, carry, and handle items up to 50 lbs. unassisted.  For items over 50 lbs., assistance from another team member is required. 

Emotional Demands:

• Must be comfortable with the emotional aspect of work in an animal shelter environment, including the use of humane euthanasia.

Transportation:

• Reliable transportation is required.

Please note that this job description is not intended to be a comprehensive listing of all activities, duties, or responsibilities required for this role. Duties, responsibilities, and activities are subject to change at any time, with or without notice.

About AHS 

Every year, Animal Humane Society provides direct care and services to help thousands of animals in need across Minnesota. 

As one of the nation's leading animal welfare organizations, AHS is transforming the way shelters care for animals and engage their communities. From innovative medical and behavior programs to investments in outreach and advocacy, we’re advancing animal welfare and creating a more humane world for animals everywhere. 

Why Work Here  

• Make a difference in the lives of animals and people  
• Join a team of coworkers who love animals as much as you do  
• Work-life balance  
• Unique animal adoption benefits and discounts on veterinary care, pet supplies, and animal training classes   
• Health insurance coverage for full time staff includes the following: medical, dental, vision, health savings account, flexible spending account for health care expenses and dependent care, voluntary accident insurance, and employee ­paid supplemental life, accidental death & dismemberment and long term disability insurance.  
• Employer paid benefits for full time staff includes the following: basic life insurance, basic accidental death and dismemberment insurance, short-term disability  
• Support for student loans: we are a Public Service Loan Forgiveness qualified employer 
• Mental Health and Counseling Support: all employees have access to our Employee Assistance Program with 3 free counseling sessions per year  
• 401k for part-time and full-time staff  
• Nine paid holidays for full-time staff  
• Paid floating holidays for part-time and full-time staff (up to 4 days per year based on start date)  
• Paid Time Off for part time and full time staff (amount is based on hours worked and FTE status)  
• Paid parent leave for full-time staff  

 Our Organizational Commitment to Diversity, Equity and Inclusion: 

As an organization dedicated to making the world a more humane and compassionate place for animals, we know that people are at the heart of all that we do. Animal Humane Society’s commitment to diversity, equity, and inclusivity is essential to our mission and shapes our culture, our work, and the services we provide. 

At AHS we embrace and honor the inherent dignity and diverse experiences of our team members, volunteers, board members, partners, clients, and visitors, regardless of race, ethnicity, religion, gender identity, sexual orientation, age, ability, or income. Working together to instill equity and inclusivity within our organization will allow us to better serve the people and animals of Minnesota, and ultimately have a positive impact on animals in our care.