Technical Support Analyst

Job Description

Job Description

Technical Support Analyst IIAdvance Your IT Career While Making a Meaningful Impact

At KVC, technology powers the services that help children, families, and communities thrive. We're looking for a skilled Technical Support Analyst II who enjoys solving complex technical challenges, supporting end users, and collaborating with a high-performing IT team.

Our employees have given KVC a Work Wellbeing Score of 83 , reflecting our commitment to creating a workplace where people feel valued, supported, and empowered to grow.

As a Technical Support Analyst II, you'll serve as the primary technical resource for your assigned region while providing remote support across the organization. You'll resolve advanced technical issues escalated from Tier 1 support, maintain critical business systems, support infrastructure projects, and help ensure our employees have the technology they need to deliver exceptional services.

This role requires a strong technical foundation, excellent communication skills, independent problem-solving abilities, and a willingness to travel to KVC offices and program locations.

• Troubleshoot and resolve advanced technical issues across multiple platforms.

• Serve as the primary IT contact for your assigned region.

• Provide remote and onsite technical support throughout the agency.

• Support Microsoft 365, Exchange, Active Directory, Cisco Meraki, SharePoint, and OneDrive environments.

• Document issues, resolutions, and troubleshooting steps thoroughly.

• Perform routine system maintenance and support technology projects.

• Follow established operational processes and escalation procedures.

• Manage technical support activities across multiple office locations.

• Participate in on-call support rotations.

• Travel to agency, corporate, and office locations as needed.

• Collaborate with other IT professionals on projects across the organization.

• Communicate effectively with employees, leadership, and executive teams.

• High school diploma required.

• Associate degree or higher from an accredited college or university preferred.

• Valid driver's license and current auto insurance required.

• 1–3 years of experience in a professional business environment.

• Demonstrated experience supporting:

  • Microsoft 365

  • Microsoft Exchange

  • Active Directory

  • Cisco Meraki

  • SharePoint

  • OneDrive

We're looking for professionals who bring both technical expertise and exceptional customer service.

Ideal candidates will have:

• A passion for learning new technologies and expanding technical skills.

• Willingness to travel regularly between KVC locations.

• Experience working independently across multiple office sites.

• The ability to explain technical concepts to both technical and non-technical audiences.

• Strong troubleshooting and documentation skills.

• Excellent organizational and project management abilities.

• A customer-first mindset focused on delivering outstanding support.

• Teamwork and collaboration

• Initiative and self-motivation

• Technical expertise

• Critical thinking and analytical problem-solving

• Resourcefulness

• Accountability

• Adaptability in a fast-paced environment

• Professional communication with employees at every level of the organization

Successful team members:

• Demonstrate professionalism and accountability in every interaction.

• Foster an inclusive, respectful, and collaborative workplace.

• Adapt quickly to changing priorities and business needs.

• Maintain confidentiality and uphold the highest ethical standards.

• Build positive working relationships across departments.

At KVC, your work directly supports the people who make a difference every day. You'll join an organization where innovation, collaboration, and compassion are part of our culture—not just our mission.

Our values guide everything we do:

• The heart of our work is helping people.

• Our character is built on authenticity and compassion.

• Family connection drives our culture.

• Collaboration fuels our improvement.

• Urgency and innovation mark our approach.

• Diverse perspectives are key to our progress.

If you're an experienced IT professional looking for a career where your technical expertise creates real impact, we'd love to hear from you.

Requirements

• High school diploma required.

• Valid driver's license and current auto insurance.

• Ability to travel to multiple KVC locations.

• 1–3 years of technical support experience.