Regional IT Support Analyst - Northern California

Main Template•Stockton, CA

14d

About The Position

The Regional IT Support Analyst provides hardware, software, project, start-up, and solutioning support to end users in designated Regional IT Support regions. The role addresses regional project and operational demands, identifies and delivers short-term, high-value IT solutions for program needs, provides on-site troubleshooting and break/fix support for selected high-priority issues, and supports regional start-up and move activities. The analyst responds to service requests, monitors assigned systems and capacity, recommends preventive actions, develops testing plans, and works with vendors and internal support teams to implement user and functional requirements. Under supervisor direction, the analyst monitors key performance indicators and supports regional hardware, software, telephony, and wireless communication needs. The role also supports project deployments, training, post-launch troubleshooting and escalation, develops expertise in key systems and applications, and provides end-user guidance on computers and applications. This is a full-time day position, Monday through Friday, with scheduled hours of 8:00 AM to 5:30 PM. The role requires regular travel within a defined territory and use of a personal vehicle for meetings and related activities; weekly mileage is reimbursed at the IRS rate. Starting pay is expected to range from $88,090.33 to $96,487.79, with geographic differentials and starting pay based on relevant experience above the minimum requirements.

Requirements

Minimum undergraduate degree in Computer Science, Management Information Systems (MIS), or a related technology field.
A college, professional, or trade school credential reflecting the appropriate academic background.
At least five years of experience working as an IT Support Analyst.
Ability to troubleshoot multifaceted problems.
Ability to provide project lead or project management support for small- or medium-sized cross-functional initiatives.
Ability to remain calm, stay organized, take initiative, and work independently.
Expert knowledge of Windows OS and Microsoft products consistent with years of experience; the posting gives more than five years of Windows OS and Microsoft product experience as an example of expert-level knowledge.
Expert troubleshooting skills for operating system, application, and network issues.
Ability to travel regularly and frequently within a geographically defined territory.
Ability to comply with all local or site-specific client standard operating procedures and work policies.
Must be at least 18 years of age.
Valid and current driver’s license and personal vehicle insurance listing the employee as a driver.
Willingness to use a personal vehicle to attend meetings and similar activities.
If driving is required, a valid driver’s license, motor vehicle clearance, and proof of auto insurance are required at employment and must be maintained throughout employment.
Employment is contingent on acceptable results from applicable post-offer physical examination, two-step PPD tuberculosis test, criminal background clearances, excluded-party sanctions, and degree or license verification. Additional regulatory, contractual, or local requirements may apply.

Responsibilities

Promptly address assigned service-level work requests within agreed-upon timeframes.
Monitor assigned systems’ performance and capacity and recommend actions to prevent issues.
Ensure proposed solutions follow sustainable, reliable existing practices and standards.
Develop and implement detailed testing plans to validate work.
Coordinate with vendors and internal support teams to implement user and functional requirements.
Monitor and target key performance indicators under supervisor direction to support effective and efficient IT service delivery in the assigned region.
Provide leadership and support for regional hardware, software, telephony, and wireless communication issues.
Participate in IT project rollout teams and provide regional deployment, training, post-go-live, and troubleshooting support, including serving as a regional escalation point.
Develop subject-matter expertise in key IT systems and applications, such as the Electronic Health Record.
Identify, analyze, and operationalize short-term, high-value projects that address program needs.
Propose policies and procedures in areas of responsibility, such as tablet use and regional e-waste processes.
Provide end users with computer and application usage guidance.
Provide hardware, software, project, start-up, and solutioning support for regional users and activities.
Provide on-site troubleshooting and break/fix support for selected high-priority program issues.
Travel within the assigned geographic territory and use a personal vehicle to attend meetings and related activities.

Benefits

Paid time off accrual for eligible employees working 20 or more hours per week, with pro-rated accrual for part-time schedules and annual carryover up to set caps.
Nine paid holidays.
Free continuing education units (CEUs).
Free supervision for BBS Associate License.
Coaching and mentorship.
Online University tuition discount.
Company scholarships.
Medical insurance.
Vision insurance.
Dental insurance.
401(k).
Employee Stock Ownership Plan.
Weekly mileage reimbursement at the IRS rate for use of a personal vehicle for work activities.