Senior Support Analyst, IT

This position is eligible for a hybrid work schedule, with a minimum of three (3) days in-office based out of our West Sacramento office and two (2) days working remotely. Summary Under general supervision of the Manager, Service Operations, the Senior Support Analyst performs a variety of intermediate to complex technical duties in support of the Association’s management information system. This position provides computer, server, and network support to CSBA staff and clients, including responding to advanced information technology requests, tickets, and calls; installing, configuring, and troubleshooting personal computers, related hardware, and application software; and proactively monitoring and configuring network equipment. The Senior Support Analyst contributes to the success of the IT department by leading projects and driving new capabilities that increase team productivity and customer service quality, and performs related work as required. Advanced Technical Support & Issue Resolution Provide high-quality customer service and network-related technical support via phone, remote tools, and email, with an emphasis on rapid issue resolution. Focus on service metrics and identify opportunities for continuous improvement. Resolve issues to client satisfaction while meeting established service level agreements. Fully address network support tickets through resolution or escalation. Manage complex technical problems affecting server infrastructure, email communications, virtual environments, network firewalls, and other technologies with broad organizational impact. Monitor, analyze, and resolve advanced, second-level network incidents. Proactively evaluate network and service performance and identify potential issues. Monitor and maintain network connectivity and security. Provide assistance with problem research and documentation. Network, Server & Systems Administration Perform recurring scheduled maintenance and upgrades on computers and servers, including remote bulk network updates through automation. Assist in the installation and configuration of network equipment, including local and wide area data communications, telephony, and security systems. Assist with configuration and maintenance of server components, including Active Directory, security permissions, email groups, and access controls. Create email accounts for users and departments and troubleshoot email connectivity and storage issues. Maintain Active Directory user accounts by adding, removing, and modifying users, groups, mailing lists, and access rights. Provide security authorization for application access. Deliver, install, and assist personnel in the installation of personal computers, software, and peripheral components such as monitors, keyboards, printers, disk drives, switches, hubs, and cabling. Maintain hardware and software inventory. Maintain backup systems. Propose improvement initiatives and take a lead role on projects that enhance IT capabilities. Implement industry best practices, including SCCM, ITIL, and ITSM methodologies. Improve technical knowledge through ongoing training and certifications. Read, understand, and adhere to CSBA values, policies, and practices. Demonstrate respect, honesty, and professionalism at all times. User Support & Training Assist and train staff on software applications, hardware usage, and technology-related processes as required. Other Responsibilities Adhere to an established work schedule and the organization’s timekeeping practices. Limited vacation permitted during peak periods. Works occasional overtime, evenings, weekends, and holidays as needed. Perform other duties as assigned. Qualifications Education & Experience Any combination of training and experience equivalent to a Bachelor’s degree in Computer Science, Information Technology, or a related field, with three to five years of experience supporting, troubleshooting, and maintaining Windows-based networks, including Active Directory, Group Policy, Microsoft Office, printing/scanning, and virus/spyware removal. Experience, training, and/or certification in specific IT tools and best practices including SCCM, ITIL, and CCNA are preferred. Knowledge of Principles and practices used in the operation, maintenance, and administration of network operating systems, personal computer hardware, and related software systems. Computer hardware, software, network technologies, and operating system products. Microsoft client operating systems, including Windows and Apple macOS. Microsoft server operating systems, Microsoft Exchange Server, Microsoft System Center Configuration Manager (SCCM), and Active Directory design, setup, and administration. Server virtualization technologies such as VMware. Server hardware and related technologies, including RAID, backup, and restore methods. Networking technologies, including TCP/IP, DNS, SMTP, and network routing. LAN/WAN connectivity and networking equipment, including routers, firewalls, managed switches, VLANs, WLANs, and NAT. Support tools, remote access technologies, antivirus solutions, and troubleshooting techniques. IT industry best practices, including IT Infrastructure Library (ITIL) and IT Service Management (ITSM). Applicable Federal, State, and local laws, rules, regulations, and Association policies and procedures. Occupational hazards and standard safety procedures. Methods, techniques, and practices of data collection and report writing. Modern office practices, methods, and computer equipment and applications related to the work, including word processing, database, and spreadsheet software. Record-keeping principles and procedures. English usage, grammar, spelling, vocabulary, and punctuation. Techniques for providing a high level of customer service when working with the public, vendors, contractors, and Association staff. Ability to Perform a variety of functions in the operation of computer equipment and peripheral components, including LAN and WAN systems. Troubleshoot advanced network, hardware, and software problems and take appropriate corrective action. Perform advanced hardware and software repairs. Set up personal computer and network hardware and install and configure software. Train staff on software applications and hardware usage. Handle and maintain confidential and sensitive information. Prepare clear and concise reports, correspondence, and other written materials. Interpret, explain, and ensure compliance with Association policies, procedures, laws, codes, regulations, and ordinances. Establish and maintain filing, record-keeping, and tracking systems. Respond to and effectively prioritize multiple phone calls and service requests. Make accurate arithmetic and statistical computations. Organize and prioritize multiple projects and tasks while meeting critical deadlines. Operate and maintain modern office equipment and specialized software applications. Communicate effectively in person, by telephone, and in writing. Exercise tact, initiative, prudence, and independent judgment within established guidelines. Establish, maintain, and foster positive and effective working relationships. Supervisory Responsibilities This position has no supervisory responsibilities. Environmental Elements & Physical Demands Employee works in a primarily sedentary office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employee is personally responsible for following health and safety guidelines, instructions, and policies. Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and computer screens; and hearing and speech to communicate in person and over the telephone. Must be able to bend, stoop, kneel, reach, and push and pull drawers open and closed in the execution of duties. Must be able to sit at a computer for extended periods and have the dexterity to access, enter, and retrieve data using a computer keyboard or calculator. Must possess the ability to lift, carry, push, and pull materials and objects weighing up to 75 pounds; a hand truck is available to assist. Why Join CSBA? Facilitate projects that enhance IT capabilities and improve organizational productivity. Work with advanced network, server, virtualization, and infrastructure technologies. Contribute to a collaborative environment focused on customer service excellence and continuous improvement. Expand your expertise through ongoing training, certifications, and implementation of industry best practices. Receive a competitive salary and benefits package. If you are an experienced IT professional with strong network and systems support expertise who enjoys solving complex technical challenges and leading technology improvements, we encourage you to apply. At CSBA, we proudly offer competitive compensation and benefits, including medical, dental and vision coverage for employees and dependent children, insurances and California Public Employees Retirement System (CalPERS), and more. #J-18808-Ljbffr California School Boards Association