Location: Kanab, Utah (onsite)

Hiring Range: This position's hiring range is anticipated to be $20 per hour to $25 per hour, depending on experience, plus great benefits!

Position Summary: The Support Specialist is responsible for providing exceptional customer service and assisting end users in resolving technical issues through telephone calls, email communication, and assigned tickets. They provide support by diagnosing problems and performing troubleshooting on computer hardware, tablets, software, and peripherals in Windows, macOS, and iOS environments while utilizing established guidelines and instructions to accomplish these functions.  The Support Specialist resolves issues in a timely manner while documenting, tracking, and monitoring the problem as an incident or service ticket, escalating higher level issues to senior personnel as needed. 

Culture Statement and Responsibility:  We believe in treating everyone with kindness and compassion, building trust through authenticity, and following through on commitments. We prioritize well-being alongside our mission, fostering strong relationships through open communication and transparent feedback. Diversity and inclusion are integral to our culture, enriching team dynamics by valuing diverse perspectives. Each team member is responsible for creating an inclusive environment where all voices are respected and contributing to a workplace that embodies our shared values and commitment to progress. By consistently aligning our actions with our Guiding Principles, we strengthen our culture and ensure that our values are lived every day. 

 Essential Duties and Responsibilities:   

• Maintain a safe workplace, valuing, and modeling safe work practices, adhering to organizational safety practices and rules, and communicating about unsafe practices and conditions. 

• Communicate clearly to individuals with a variety of technical skills and provide courteous customer service. 

• Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. 

• Demonstrate strong troubleshooting skills for Microsoft Windows, macOS, Microsoft Office 365, and other SaaS (software as a service) products. 

• Provide one on one support to resolve incidents, assign, prioritize, document, and actively resolve end user requests.  

• Document inventory and asset management. 

• Create and maintain comprehensive documentation and knowledge base materials to facilitate effective support across the organization. 

• Interface with users via phone, email, instant messaging, and in person. 

• Customize and deploy new hardware and software locally and to offsite locations. 

• Install, diagnose, repair, and maintain all computers, tablets, printers, and peripheral equipment.

• Perform installations, configurations, and upgrades of operating systems and software, using standard business deployment methods.  

• Travel could be up to 5%.

Skills and Experience:

• Prior experience working as a Help Desk Support Specialist is preferred.

• Experience performing hands on support of computer hardware, tablets, software, printers, and basic networking in iOS, macOS, and Windows environments. 

• Demonstrated experience in rebuilding workstations (hardware and software) and all aspects of troubleshooting computer systems. 

• Ability to explain technical concepts and procedures to non-technical users. 

• Customer service and/or support experience is required.

• Outstanding written and oral communication skills. 

• Strong initiative, analytical, and troubleshooting skills. 

• Strong interpersonal skills, team player, personable, professional, upbeat, and energetic, takes initiative, uses tact and diplomacy. 

• Knowledge of a variety of computer software applications used for communication, productivity, and web-based systems. 

• Demonstrated understanding of basic IT security principles and best practices. 

• Possesses a basic understanding of Artificial Intelligence concepts and their relevance to IT support.

• Ability to work in a fast-paced environment with well-developed organization skills to juggle multiple competing tasks and demands.

• Genuine passion for the mission of Best Friends Animal Society.  

Physical Requirements:  

• Able to work at a computer for extended periods of time with repetitive typing, arm and hand motion. 

• Routinely lift 50 pounds and perform daily strenuous activity including, but not limited to lifting, carrying, reaching, stooping, squatting, cleaning, and bending.

• Must have a valid driver's license for at least 3 years, ability to qualify to be added to Best Friends insurance. Access to transportation to travel on organization business.

• Travel may be required based on business needs. 

• Flexibility to work outside normal business hours, including weekends, holidays, and evening hours for on-call shifts as needed. 

• Exposure to animals of all sizes, temperaments, and medical status.

*During the selection process, candidates may be asked to participate in an on-site working interview.

Thank you for your interest in pursuing a career at Best Friends Animal Society. Best Friends Animal Society is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, or domestic partner status.

Applicants for employment in the U.S. must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the U.S. by Best Friends Animal Society.