Technical Support Analyst
About The Position
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.
Requirements
- High school diploma required.
- 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.
- Ability to travel to multiple KVC locations.
- 1–3 years of technical support experience.
Nice To Haves
- Associate degree or higher from an accredited college or university preferred.
- 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.
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
