Summary:
Overview
The Technical Support II - Larger Los Angeles Region is a dedicated on-site role serving as the primary IT presence across ASPCA's Los Angeles-area facilities. Reporting to the Technical Services Manager, this position provides end-user support, systems administration, local infrastructure oversight, and project participation across multiple sites. Working independently and in partnership with the broader Technical Services team, this individual ensures staff have secure, reliable technology so they can focus on ASPCA's mission of improving the lives of animals.
The ideal candidate is a customer-focused, self-motivated professional with strong troubleshooting, communication, and organizational skills who thrives in a fast-paced, multi-site environment. This role offers broad exposure to end-user computing, infrastructure, and IT operations while supporting a growing regional footprint.
Please note - applications for this role will be accepted until 5pm ET on Thursday 8/20.
Who We Are
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 issues 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
What You’ll Do
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.
- Technical Support II reports directly to the Senior Manager of Technical Support and has no direct reports.
Where and When You’ll Work
This role provides primary on-site IT coverage across the following ASPCA Los Angeles-area locations, rotating based on operational need and scheduled coverage:
- South LA Community Veterinary Clinic - Los Angeles, CA 90047
- Carson Community Veterinary Center (CVC) - Gardena, CA 90248
- Field Lot - Paramount, CA 90723
- Kitten Foster Center - Burbank, CA 91505
Additional sites are anticipated within the next one to two years; the scope of this role will expand accordingly.
- This is a full-time, on-site position; remote work is not available for day-to-day operations
- Regularly rotates across all current LA area sites (Burbank, Los Angeles, Gardena, Paramount) based on operational need and scheduled coverage; scope expands as additional sites come online
- Reliable and timely means of transportation to and from all current LA area sites on a regular basis required
- Participates in the 24/7 Technical Support On-Call rotation
- Works a flexible schedule with occasional paid overtime to accommodate special events and projects
- Participates in the Saturday coverage rotation - required to work a week that includes Saturdays at least 8 weeks out of the year
- National travel to other ASPCA locations: approximately 1-2 weeks annually for training, major projects, or site support visits
- Occasional short-notice travel may be required for emergency field operations
What You’ll Get
Compensation
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 $32.70 - $34.14 per hour.
Benefits
At the ASPCA, you don’t have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to:
- Affordable health coverage, including medical, employer-paid dental and optional vision coverage.
- Flexible time off that includes vacation time, paid personal time, sick time, bereavement time, paid parental leave, and 10 company paid holidays that allows you even more flexibility to observe the days that mean the most to you.
- Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions — we match dollar-for-dollar up to 4% and provide an additional 4% contribution toward your future each year.
- Robust professional development opportunities, including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field and so much more.
Responsibilities:
Responsibilities
Responsibility buckets are listed in general order of importance. They include, but are not limited to:
End-User Technical Support:
- Serve as the primary on-site IT point of contact for all LA area facilities; triage, own, and resolve end-user issues or escalate to the remote Technical Services team with full documentation
- Provide technical support for remote users and for other sites; triage, own, and resolve end-user issues during downtime from primary on-site IT responsibilities
- Provide exceptional customer service; answer questions and resolve issues with technology products and services promptly and professionally
- Provide troubleshooting and resolution for technical issues at all levels of complexity; escalate advanced issues with clear, actionable documentation
- Conduct independent research and diagnostics to resolve issues efficiently and thoroughly
- Provide technical services including installation, configuration, testing, and maintenance of hardware, software, and peripherals
- Provide both just-in-time and planned user training and guidance on technology tools and systems for LA area staff
- Maintain timely and accurate ticket documentation in FreshService, including steps taken, user communications, and resolution details
- Advocate for users and represent their concerns in interactions with support teams, vendors, service providers, and management
- Maintain skills, learning existing and new technologies to support a rapidly changing and expanding environment
- Assist with training and onboarding of new hires at LA area sites
- Identify opportunities for process improvement and problem elimination; share findings with the broader Technical Services team
- Own one or more systems, technologies, or vendor relationships as the internal subject matter expert for the LA region
Applications & Systems Administration
- This role independently handles routine-to-intermediate systems administration tasks at LA sites and escalates complex infrastructure issues to the engineering team with appropriate documentation.
- Perform daily system monitoring, including review of logs and alerts, to verify the integrity of hardware, server resources, systems, and key processes at LA sites
- Create, administer, and manage user accounts and access in Active Directory, Entra ID, and Okta
- Apply security patches and software upgrades to endpoints and local infrastructure on a regular, scheduled basis
- Maintain and adhere to installation and configuration procedures and documented system standards
- Support backup operations at LA sites: verify successful completion, maintain archival records, and participate in periodic recovery testing
- Repair and recover from hardware or software failures; coordinate with management, vendors, and impacted staff as appropriate
- Assist with configuration and maintenance of local networking components (switches, VLANs, DHCP, DNS) under the guidance of infrastructure engineers
- Coordinate with the infrastructure engineering team on server configuration, virtualization, and cloud resource provisioning when escalation is required
- Develop and maintain local IT documentation for LA sites, including configuration records, runbooks, and knowledge base articles
- Support disaster recovery planning and testing activities as directed
- Assist with PCI-DSS compliance activities at LA sites as required
Site & Infrastructure Management
- Act as the primary IT point of accountability for all LA area sites; ensure each location’s technology environment is maintained, documented, and operating reliably
- Maintain accurate and current site-specific documentation, including hardware inventories, network diagrams, and configuration records
- Proactively identify and escalate site-level infrastructure risks, gaps, or failures to the Technical Services Manager
- Coordinate with facilities, operations, and program staff at each LA location to anticipate and address technology needs
- Manage local vendor and service provider interactions on behalf of LA sites (e.g., ISP, hardware service, printer maintenance); escalate contract and procurement decisions to management
- Support new site buildouts and technology refreshes at LA locations as directed
- Ensure technology at all LA sites aligns with ASPCA standards, security policies, and compliance requirements
Project Participation & Delivery Tracking
- Participate actively in IT projects and rollouts affecting LA area sites; own assigned tasks and deliverables and complete them on time
- Track project task status and promptly escalate blockers, risks, or scope concerns to the Technical Services Manager
- Maintain accurate task documentation in ASPCA’s ITSM tool (FreshService) and enterprise project management tool (Planview AdaptiveWork)
- Participate in project meetings, stand-ups, and reviews; provide accurate and timely status updates
- Engage with LA area stakeholders to support testing, training, change management, and post-implementation support for project deliverables
- Contribute to site-specific runbooks, knowledge base articles, and process documentation as part of project closeout
- Participate in special assignments and independent project work as directed by management
Qualifications
- Self-motivated and capable of operating independently across a geographically distributed, multi-site environment without day-to-day direct supervision
- Show drive and passion for getting things done; demonstrate ownership and accountability for outcomes
- Display courage and determination in the face of challenges and inspire 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 colleagues across the LA region and broader IT team
- Demonstrated ability to manage competing priorities across multiple sites simultaneously
Technical Requirements
Must have appropriate technical expertise and experience in the following areas:
End User Computing
- Windows 10 and 11 (required), iOS (required) and associated peripherals, macOS (preferred),
- Microsoft Office and Microsoft 365, Outlook, Box (cloud storage), Okta (SSO), Adobe Suite, Chromium-based browsers
- ITSM best-practices: SOP documentation, queue triage, ticket management
- Telecommunications: 8x8, Microsoft Teams, or Zoom
- Mobile devices: iPhone, iPad, and MiFi technology
- Networked printers using print management software
- Virus protection, email filtering, and network security tools
Endpoint & Device Management
- Microsoft Intune, Jamf (iOS, macOS), and Entra ID (Azure AD) for device management and provisioning
- Datto RMM for remote monitoring and management
- PowerShell and Jamf scripting for task automation and endpoint configuration
- FreshService for incident documentation, tracking, and resolution
Systems Administration (Beginner to Intermediate)
- User account provisioning and management: Active Directory, Entra ID (Azure AD), Okta
- Basic application administration: monitoring, alerting, log review, performance reporting
- Backup operations: verification, archival, and participation in recovery testing
- Familiarity with Microsoft Azure; willingness to develop hands-on cloud administration skills
Networking
- Networking fundamentals: VLANs, TCP/IP, DHCP, DNS, basic subnetting
- Basic switch configuration and troubleshooting (Meraki preferred)
- Familiarity with network security tools and firewall concepts
Security & Compliance
- Familiarity with information security best practices and endpoint hardening (CIS Controls)
- Understanding of PCI-DSS requirements at a practitioner level; hands-on experience preferred
- Experience applying security patches and maintaining endpoint compliance posture
Physical Requirements
- Must be able to work in a stationary and/or physically active position for 8+ hour days
- Must be able to lift and carry up to 25 lbs (equipment, peripherals, servers, etc.)
- Must be able to work in environments where animals (primarily dogs and cats) are continually present
- A valid California driver’s license and reliable personal transportation for regular travel between LA area sites is preferred; mileage reimbursement provided per ASPCA policy. Ability to regularly commute between LA area sites is required.
- Ability to exemplify ASPCA’s core values and behavioral competencies.
Language
- Spanish proficiency given strong preference with the LA area community and client context
Education and Work Experience
- High School Diploma or GED (required)
- Associate’s Degree in Information Technology or related field (preferred)
- Relevant certifications a plus: CompTIA A+, Network+, Security+; Microsoft MD-102 (Endpoint Administrator); or equivalent systems administration certifications
- Minimum 4 years of experience in Help Desk, Desktop Support, or equivalent technical support roles (required)
- Demonstrated experience supporting users across multiple sites or locations (strongly preferred)
- Hands-on experience with systems administration tasks including user provisioning, patching, monitoring, and backup operations (preferred)
- Experience with endpoint management platforms (Intune, Jamf) and identity providers (Entra ID, Okta) preferred
- Familiarity with ITSM or ITIL principles and ticketing systems (FreshService or equivalent) a strong preference
- Experience working in animal welfare, healthcare, or other regulated environments is a plus and may be given considerations toward aforementioned required experiences
Language:
Education and Work Experience:
