I.T. Support Specialist I

Looking to make a difference in the lives of pets and people? With an almost year-round beautiful blue sky and a scenic mountain backdrop, HSPPR is a nonprofit animal shelter serving El Paso, Pueblo, and Douglas Counties as well as the City of Centennial in the colorful State of Colorado. We employ a total of 200+ employees. We are an organization that celebrates and prioritizes diversity and inclusion. HSPPR welcomes you to apply for the exciting position of Event Specialist at our Colorado Springs campus.

Job Summary

Provides first-contact technical support for staff and volunteers across HSPPR locations. Resolves routine computer, software, account, and peripheral issues using established procedures. Keeps workstations organized, service requests and equipment records accurate, prepares devices for use, and refers complex or recurring problems to Tier II as needed. Other items as time progresses to assist with growth of skills.

HSPPR's Mission Statement: HSPPR offers compassionate care to animals, supports safe communities, and provides socially conscious sheltering.

The IT Support Specialist Tier I plays a critical role in advancing HSPPR's mission by ensuring staff and volunteers have reliable, efficient technology systems to support animal care, community services, and daily operations. Through responsive technical support, equipment management, system administration, and collaboration across all locations, this position helps maintain the technology infrastructure that enables HSPPR to deliver life-saving services, operate effectively, and remain focused on providing compassionate care to animals and the people who support them.

Key Duties and Responsibilitie

Service desk and user assistance:

- Receive, categorize, and prioritize service requests using established urgency and business impact guidelines; troubleshooting documents and keep users informed.

- Resolve routine Windows, Microsoft 365, printing, device connectivity, and application issues using approved troubleshooting steps.

- Complete identity verification, password resets, and standard account requests under approved procedures.

- Escalate unresolved, recurring, security-related, or widespread issues with symptoms, impact, attempted fixes, and relevant evidence.

Device preparation and equipment records:

- Prepare and deploy computers using approved images and configurations; install authorized software and verify basic operation.

- Set up and replace scanners, tablets, phones, printers, and VoIP devices; maintain orderly and safe cable management throughout all locations.

- Maintain equipment assignments, inventory, and approved records in Active Directory, SQL-based applications, and other systems without changing database structure.

Documentation and operational support:

- Maintain user instructions and ticket notes; suggest additions to troubleshooting guides.

- Assist with onboarding and offboarding by preparing or recovering equipment and completing approved account checklists.

- Carry out assigned project tasks such as equipment staging, rollout assistance, and user checks under a designated technical lead.

- Report suspicious activity, device failures, and service interruptions promptly; follow incident instructions from Tier II or the IT Manager.

Scope and authority:

Works independently within documented procedures and approved access. Tier II provides technical guidance for unfamiliar issues. Changes to shared systems, network configuration, permissions outside approved requests, or security controls require Tier II or IT Manager review.

Other

- Commitment to the mission, values, goals and success of HSPPR.

- Follow IT policies, confidentiality requirements, and approved security practices. Perform all other duties as assigned.

- Assist colleagues and other teams as needed for events and occasional coverage as needed.

Skills

- Attention to detail

- Familiarity with Windows 11, Active Directory, and Microsoft 365, including routine setup and troubleshooting.

- Entry-level understanding of LAN/WAN connectivity and server functions; ability to recognize when an issue requires escalation.

- Ability to follow technical procedures, maintain accurate records, prioritize requests, and communicate clearly with nontechnical users.

- Strong customer service, attention to detail, and ability to adapt to changing procedures.

Physical Demands

- Regularly sits at computer station.

- Must be able to lift, push, and pull a minimum of forty pounds with reasonable accommodations.

- Must be able to be on feet for extended periods of time.

- Typically stands, bends, stoops and crouches.

- Consistently exposed to animals in the workplace and animal allergens under conditions with limited alternatives available.

- Periodically drives a HSPPR Vehicle to perform duties

- Climb and maintain balance on ladders.

Schedule Requirements

- Tuesday - Saturday: five (5) eight-hour shifts

- Regular schedule will include weekend shifts

- May be required to work mornings, evenings, weekends, and holidays as required by the organization

- Critical incident support follows assignments from the IT Manager. No on-call commitments at this time but may be subject to change.

- Fully on-site.

Education/Experience Necessary

- Associate's degree in computer science, information technology, or a related field, or an equivalent combination of relevant coursework, technical training, and practical experience.

- Experience providing help desk or technical support, with demonstrated ability to resolve issues, follow established procedures, and assume increasing technical responsibility. Qualifications are evaluated based on technical proficiency, problem-solving ability, and readiness for the role.

- Familiarity with Windows 10/11, Microsoft 365, computer hardware, printers and common peripheral devices.

- Basic understanding of network connectivity, user accounts, and standard troubleshooting methods.

- Ability to follow established procedures, document support requests accurately, resolve routine issues, and recognize when escalation is needed.

- Strong customer service, communication, organization, and attention to detail, with the ability to prioritize tasks and explain basic technical concepts to non-technical users.

- Willingness to develop technical proficiency through structured training, mentorship, and progressively challenging support assignments.

- Valid driver's license and insurable driving record required.

**Application Deadline: November 6th, 2026, or until position is filled **

The core values of the staff unite us and guide us to provide the best service to the animals in our care, our organization, and our community.

Core Values Statements-

- Compassion: We believe that animals matter. We are committed to treating animals and people with kindness, respect, and compassion.

- Stewardship: We are accountable and transparent in our actions and in the use of our resources to build trust in those we serve.

- Integrity: We believe we can make the greatest impact by staying true to our mission, always doing what is best for the animals and people of our community, and by standing united in our decisions.

- Excellence: We are passionate about our mission, and strive for excellence through continual learning, innovation, and the development of our board, staff and volunteers.

- Collaboration: We seek strategic partnerships and alliances to advance the welfare and protection of animals and people.

- Service: We exist to serve our communities and operate with this commitment to serve as front and center in all we do.

As a condition of employment with HSPPR, you will be required to authorize HSPPR and ProScreening to conduct a background check before confirming an employment start date. The background check will include a criminal investigation, verification of citizenship/immigration status, and a motor vehicle record. By applying for this position, you acknowledge and agree that any offers of employment will be contingent upon completion of the background check to the satisfaction of HSPPR.

In consideration of any offers of employment made as a result of your interest in this position, by applying for this position, you hereby waive any and all claims that you may have against HSPPR for invasion of privacy in respect to drug testing and background checks as listed above.