Technical Support Analyst

Episcopal Community Services Of San Francisco • San Francisco, CA

280d • $82,747 - $85,193

About The Position

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.

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

Nice To Haves

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

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)
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: No Education Listed