Technical Support Analyst I, Technology Services

2 months ago

San Diego, United States Jewish Family Service Full time
Position Title: Technical Support Analyst I

Organization: Jewish Family Service of San Diego

Department: Technology Services

Position Type: Full-Time (40 hours/week), Non-Exempt

Work Setting: Fully Onsite

Reports To: Technical Services Manager

Pay Range: $25-$30 /hour

Total Compensation:

In addition to standard pay, compensation for this position includes:

  • Comprehensive, low-cost healthcare coverage for employees
  • Generous employer 401(k) contributions
  • Employer-covered life insurance
Time Away from Work:

Being able to take time away from work is critical in bringing your best self to work. Time off benefits for this position include:
  • Paid vacation time and sick leave
  • 15 paid holidays, including Federal and Jewish holidays (as long as the holiday lands on a normal scheduled workday), and floating holidays.
  • 2 Wellness Days to be taken any time during the year to support employees’ mental wellness
Position Overview:

JFS is looking for a compassionate, mission-driven individual to join the Technology Services team as the Technical Support Analyst (TSA). In this role, you will have the opportunity to use your knowledge, skills, and professional experience to make a meaningful difference in your community and help change the lives of our clients within JFS and surrounding communities. The Technical Support Analyst plays an integral role and supports the entire agency by performing routine and complex installations, maintenance, and repairing technology hardware, software, and other desktop computer equipment, peripherals, and providing other Technology Services for a multi-site networked environment. The Technical Support Analyst acts as a primary point of contact for internal clients who need technical support. The TSA plays a key role in establishing and maintaining the client relationship emphasizes the department. This position reports directly to the Technical Services Manager and works closely with the Infrastructure Services department and the rest of the Technology Services team.

Responsibilities:
  • Provide technical support to clients over the phone, electronically, and in person
  • Process all Service Desk requests, triage initial requests for resolution or escalation
  • Diagnose and resolve desktop computer hardware, software, and other technical service issues
  • Act as a consultant to stakeholders and staff to answer questions, troubleshoot problems, determine hardware/software requirements, and recommend solutions
  • Perform installation, maintenance, troubleshooting, and repairs of computer equipment, peripherals, and other technical services in a multi-site networked environment
  • Respond promptly to Service Desk inquiries and accurately document completed work. Ensure that all service requests are handled in a timely manner following Service Level Agreement guidelines
  • Assist in coordinating requests for repair, maintenance, equipment moves, and software updates
  • Maintain procedural documentation and knowledge base articles for customers and support staff
  • Maintain department records and databases including Service Desk ticketing system, asset management system, hardware and software configuration, and installation procedures, spare parts inventory, and software license records
  • Manage administrative PC and computer lab images and software packaging utilizing the department’s current imaging practices
  • Maintain technical stores/equipment rooms and work area in a neat and orderly fashion.
  • Work closely with department team members to continually improve service delivery and processes
  • Become a Subject Matter Expert in one or more technologies
  • Interact with Vendors for support, place purchase requisitions as needed
  • Assist in network installation and maintenance as needed
  • Work independently and prioritize work based upon business needs
  • Ability to work well within a team or independently
  • Maintains regular attendance and punctuality
  • Performs other duties as assigned
Skills/Experience/Abilities That Are a Must-Have:
  • Experience in providing hardware, peripherals, connectivity, and application support in a networked, Microsoft Windows environment
  • Associate degree in Computer Technology, or related field, and one year of experience in providing hardware, peripheral, connectivity, and application support in a networked, Microsoft Windows environment
  • Experience installing, troubleshooting, and maintaining current version of Windows/Mac OS
  • Experience with Microsoft Office 365 Suite of products
  • Possess a valid California State driver’s license and have a safe driving record (may require local travel between JFS locations)
  • Ability to maintain confidentiality, think critically and exercise independent judgment required.
  • Advanced knowledge of Microsoft Office, creating & editing documents, spreadsheets, and presentations
  • Previous success learning new computer software program/platforms required
  • Successful experience using tact, discretion and courtesy while interacting with all persons
  • Excellent interpersonal skills and ability to work effectively as part of a team or independently
  • Commitment to providing a high level of customer service.
  • Demonstrated attention to detail
  • Previous experience maintaining accurate records, managing multiple tasks, and planning and organizing work to meet changing priorities and deadlines
  • Successful experience with diverse populations of varied ethnicity, ages, backgrounds and abilities, and a commitment to a culturally diverse environment
Skills/Abilities We’d Like You to Have:
  • A+ Certification
  • Professional training/certifications (i.e., CompTIA A+, Network+, Security+, MCITP, MCSA, MCTS)
  • Understanding of ITIL Processes. Certification(s) a plus
  • Experience with Assistive Technology
  • Experience with Telephony (VOIP, PBX, Radios)
  • Experience with MacOS
  • Experience with A/V
Physical Requirements:
  • 40 Hours per week – On-Call rotation – Overtime may be required
  • Rotating shifts, occasional evenings and weekends may be required
  • Frequent use of computer and exposure to terminal screens in performing work assignments required
  • Requires prolonged standing, bending, sitting, ladder work, working around and under furniture and equipment, working in small areas above and below the floor and within walls
  • Required to be able to lift at least 30 lbs


Important Notice:

Incomplete submissions will not be considered. Please, no phone calls. Please, principals only. Please, local candidates only (relocation is not provided).

About Jewish Family Service of San Diego
Jewish Family Service of San Diego is a client-centered, impact-driven organization working to build a stronger, more resilient community. For over 100 years, Jewish Family Service has been a trusted resource for the entire community, offering an array of services that are always life-changing, and often life-saving. At Jewish Family Service, we believe our employees are the backbone of our Agency. We strive to ensure that each employee is treated with dignity and respect. Our goal is your success. Come work at JFS and be our partner in Moving Forward Together. To learn more about JFS, please visit jfssd.org.

*Jewish Family Service is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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