IT System Support Analyst

Job Description

IT System Support Analyst

Starting salary range: $87,045 - $95,000/annually

Full-Time, Exempt

This is an in-office position for the first 100 days. Requires in-office work five (5) days per week. Following the first 100 days, staff have the flexibility to work two (2) days remotely. Mandatory in-office work days are Tuesdays & Wednesdays.

Only applicants who reside in California and submit a cover letter will be considered.

***CCF IS A MANDATORY COVID-19 VACCINATION EMPLOYER***

Job Summary: The California Community Foundation (CCF) seeks to recruit a highly skilled, motivated, and enthusiastic professional to serve as our IT Systems Support Analyst. Reporting to the Director of IT, the IT Systems Support Analyst works to support a wide range of technical and general services, including device support (laptops, desktops, printers, audio-visual (AV) devices), intermediate Windows server administration, conference room IT/AV systems support, event systems support/operation, and general operational support for staff and facilities at CCF. This position is designed to be the representative for IT-AV service at CCF. This position is ideal for someone with a strong technical background, advanced troubleshooting skills, and strong knowledge in AV systems and unified communications. The candidate is also expected to have an interest in continual business process improvement, customer service, and personal/professional growth.

Primary Duties and Responsibilities:

IT:

Serve as the first point of contact for customers seeking technical assistance over the phone, email, chat, or in person

Install, setup, and troubleshoot hardware and software

Provide hands-on system administration support, system maintenance, and operations support

Add/remove/edit/assign licenses for user accounts

Assign, maintain, and document IT/AV inventory

LAN/WLAN troubleshooting

Determine the best solution based on the issue and details provided by users

Recommends software and hardware enhancements

Communicate customer feedback to the appropriate internal team members

Develops instructional documentation for operational procedures

Plans, designs, and conducts specialized end user training for groups or individuals.

Stays informed of new developments and technologies by reading journals and other pertinent publications, maintaining contact with vendors, and participating in professional organizations, meetings, and seminars

Performs other related duties as assigned or requested. CCF reserves the right to add or change duties at any time

Training: Work with staff and management to train users in the core business applications. This will include understanding the specific systems and specific processes related to job requirements, developing a curriculum, and holding training classes.

Customer Service: Proven experience in IT support, with a strong emphasis on customer service and satisfaction.

General: As appropriate, assists IT and other departments and works as a member of interdepartmental teams to ensure the effective and efficient operations of CCF. At all times, demonstrates cooperative behavior with supervisors and coworkers. Other duties as assigned, dependent on organizational needs and employee skills.

Teamwork/Customer Relations Responsibilities:

Establishes effective working relations with cross functional team(s).

Contributes to a high performing/positive team culture.

Shares knowledge, time, and expertise to assist other members of team.

Timely and accurately responds to requests and inquiries from across Foundation.

Demonstrates “can do” attitude as priorities shift.

Job Qualifications: To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

- Education: Bachelor’s degree in computer science or information technology or 3+ years of helpdesk experience with technical certifications (i.e. CompTIA A+, MCP, CTS)

- Work Experience: 2 years minimum - helpdesk experience or technical support role

Skills, Knowledge & Abilities:

Communication Skills: Strong interpersonal, written, and verbal communication skills. Experience training users in classroom setting and individually. Ability to provide exceptional customer service. Patient, friendly demeanor with a great aptitude for listening. The ability to break down technological processes and deliver clear, step-by-step instructions.

Project Management Skills: Strong organizational skills, attention to detail, and ability to multi-task. Strong analytical skills. Ability to prioritize work and adjust to multiple demands. Ability to design and implement effective IT/AV processes and procedures.

Technology Skills:

Excellent problem-solving and analytical skills

Comprehensive knowledge of computer systems and experience troubleshooting hardware and software (O365 including MS Teams, Zoom, AV control systems)

Good understanding of mobile devices and other tech products

Tech savvy with working knowledge of office automation products, databases, and remote control.

Teamwork & General Skills:

• Ability to work well independently and as a team member. Ability to take initiative and follow tasks through to completion. Ability to lead a team toward CCF's goals, leveraging each team member's skill set.

• Must be available to work off-hour shifts

Licenses & Certifications: CompTIA A+, MCP, CTS preferred

Working Conditions/Physical Demands:

Requires the ability to sit and work at a desk for several hours at a time.

Requires the ability to travel and attend meetings, presentations, and events outside the office, which may require occasional use of a motor vehicle for transportation to other locations.

Work may require occasional weekends and/or extended workday.

Punctuality and satisfactory attendance are essential functions of the job.

Employee Benefits:

California Community Foundation (CCF) is proud to offer a generous benefits package. Medical, Dental, and Vision insurance plans are provided at no cost for all full-time staff. CCF contributes 10% of all full-time employee's salaries into our 403b retirement plan. CCF subsidizes monthly transit passes for staff who commute via public transportation. CCF also offers an assortment of snacks available to all staff in our breakrooms, and an on-site fitness center.

After one year of service, all full-time employees are eligible for tuition reimbursement of up to $15,000 for higher education. CCF also offers a student loan repayment program of $100/month for all full-time employees after one year of service.

Disclaimer: This description should not be construed to contain every function or responsibility that may be required to be performed by an incumbent in this job classification. This job description is intended to be general and will evolve over time. The description is subject to periodic updating. At management’s discretion, the employee may be assigned different or additional duties from time to time.