Technical Support Analyst

At Episcopal Community Services (ECS), employees work with participants who may be experiencing homelessness, behavioral health conditions, substance use challenges, and other difficult life circumstances. While this work is meaningful and mission-driven, it can at times be stressful, demanding, or unpredictable. Employees are expected to exercise sound judgment, remain aware of their surroundings, follow established safety, communication, and de-escalation procedures, participate in all required trainings, and promptly report incidents, threats, injuries, or unsafe conditions, in accordance with ECS policies and procedures.This position is a fully onsite, client-facing role that requires in-person interaction and direct service delivery to participants at ECS program locations. Due to the essential nature of the duties and the need for consistent in-person engagement with clients, remote work or work-from-home arrangements are not available for this position.SALARY:External Candidates: $81,524 - $82,747Internal Candidates: $83,970 - $85,193 Based on LongevityPOSITION SUMMARY: Under the supervision of the IT Manager, this position is the primary point of contact for all Agency service requests-manages and prioritizes, resolves and/or escalates as appropriate. The position requires strong customer service as well as proven technical skills, and is responsible for first-tier support for Windows desktops (hardware, OS and software), peripherals, networked devices, and telephony, as well as basic user account management.PRIMARY DUTIES AND RESPONSIBILITIESIndependently and in collaboration with the Managed Services Provider, provide in-person, telephone, and email technical support (including usage assistance) for all Agency users in multiple locationsExercise discretion and independent judgment to prioritize, schedule, resolve, and/or escalate all customer service requests to the IT manager or Managed Services ProviderManage, configure and deploy desktop computers, peripherals, and VoIP telephonyDiagnose, maintain, and update desktops, laptops, and tabletsManage all equipment decommissioning and hard-drive destructionProvision and manage user accounts (e.g., Active Directory, Office365, ShoreTel)OTHER DUTIESAssist with imaging and automated software deployment systemsParticipate in desktop standardization design and configurationAssist with documenting policies and procedures for the IT departmentAssist with organizing and managing server and storage rooms at all facilitiesResearch and assist in other projects as defined by the IT ManagerProvide backup support to the Systems AdministratorREQUIREMENTSDedicated Customer Service focusStrong communication skillsThorough knowledge ofMicrosoft Windows desktop operating systemsIntel PC-based computer hardware configuration and diagnosisStandard Windows applications (e.g., Microsoft Office 365, Chrome, Acrobat)General user account management (ActiveDirectory, Office365)Network printers/multifunction devicesBasic proficiency inWindows Imaging and Deployment servicesVideo Conferencing (Zoom, Teams, etc)Networking services and concepts (TCP/IP, DNS, DHCP, Active Directory, VPN, VoIP)Microsoft Windows ServerMinimum of 4 years practical, hands-on technical experience (college coursework or degree may be substituted for up to 2 years of experience)Ability to clearly communicate technical concepts and procedures to a diverse audience possessing varied levels of computer knowledge and English-language proficiencyAbility to lift 60+ pounds, work in confined, restricted or otherwise marginally-accessible spacesCalifornia drivers license/clean driving record (for independent use of Agency vehicles)Willingness to work occasional nights and weekends as needed, or as required in emergency situationsDESIRABLE QUALIFICATIONSExperience withMicrosoft Group Policy, AzureAD, InTune, AutoPilotSpecialized business applications and services (e.g., NetSuite, ADP PC/Payroll, Raisers Edge, PayCom)OTHER: Must secure and pass finger image screening, a background check, and annual TB screenings. The incumbent will honor and abide by Episcopal Community Services organizational values and its policies and procedures.ECS will consider for employment qualified applicants with arrest and conviction records as consistent with San Francisco's Fair Chance Ordinance.ECS values a workplace where every individual is respected, supported, and given equal opportunity to thrive. We are an equal opportunity employer dedicated to creating a welcoming and inclusive environment for all. #J-18808-Ljbffr Episcopal Community Services