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 - $82,747

Internal Candidates: $83,970 - $85,193 Based on Longevity

POSITION 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 RESPONSIBILITIES 

• Independently 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 locations
• Exercise discretion and independent judgment to prioritize, schedule, resolve, and/or escalate all customer service requests to the IT manager or Managed Services Provider
• Manage, configure and deploy desktop computers, peripherals, and VoIP telephony
• Diagnose, maintain, and update desktops, laptops, and tablets
• Manage all equipment decommissioning and hard-drive destruction
• Provision and manage user accounts (e.g., Active Directory, Office365, ShoreTel)

OTHER DUTIES

• Assist with imaging and automated software deployment systems
• Participate in desktop standardization design and configuration
• Assist with documenting policies and procedures for the IT department
• Assist with organizing and managing server and storage rooms at all facilities
• Research and assist in other projects as defined by the IT Manager
• Provide backup support to the Systems Administrator

REQUIREMENTS

• Dedicated Customer Service focus
• Strong communication skills
• Thorough knowledge of
  • Microsoft Windows desktop operating systems
  • Intel PC-based computer hardware configuration and diagnosis
  • Standard Windows applications (e.g., Microsoft Office 365, Chrome, Acrobat)
  • General user account management (ActiveDirectory, Office365)
  • Network printers/multifunction devices
• Basic proficiency in
  • Windows Imaging and Deployment services
  • Video Conferencing (Zoom, Teams, etc)
  • Networking services and concepts (TCP/IP, DNS, DHCP, Active Directory, VPN, VoIP)
  • Microsoft Windows Server
• Minimum 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 proficiency
• Ability to lift 60+ pounds, work in confined, restricted or otherwise marginally-accessible spaces
• California 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 situations

DESIRABLE QUALIFICATIONS

• Experience with
  • Microsoft Group Policy, AzureAD, InTune, AutoPilot
  • Specialized 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.