Technical Support Analyst

Episcopal Community Services Of San Francisco-posted 7 months ago
$82,747 - $85,193/Yr
Full-time • Entry Level
San Francisco, CA
Religious, Grantmaking, Civic, Professional, and Similar Organizations
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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.

  • 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)
  • 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
  • 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
  • Experience with Microsoft Group Policy, AzureAD, InTune, AutoPilot
  • Specialized business applications and services (e.g., NetSuite, ADP PC/Payroll, Raisers Edge, PayCom)
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