Technical Support Analyst (IT)

Responsibilities

• Provide user support and provisioning for the central office and remote sites; configure, support, and troubleshoot mobile devices and a range of endpoints including Dell laptops, Apple Macs, Surface Pros, monitors, printers, and other digital equipment.
• Monitor endpoint inventory with Advantage MDM to ensure performance, verify the availability and integrity of desktops, laptops, mobile devices, and other remote endpoints; assist with MDM management and maintenance.
• Collaborate with HR and IT to support onboarding and offboarding processes, ensuring correct endpoints and devices are prepared for new hires and departures; coordinate with managers to ready equipment for first day productivity.
• Provide audiovisual design and installation support as needed; rotate AV support for Board meetings and off-site Board Committee gatherings, as well as internal and external events.
• Ensure Help Log issues related to endpoints and mobile devices are prioritized and closed within 48 hours to uphold the Innovative Technology quality of service.
• Assist imaging, design, installation, configuration, and repair of MAC and PC laptops; support the Cortex XDR security system; maintain LAN/WAN hardware.
• Plan and administer Windows user profiles within an Active Directory environment; develop documentation for systems administration, maintenance, and security.
• Support staff in using Google Workspace applications (Sheets, Slides, Docs, Keep, Task Manager, Calendar) effectively.
• Support the network team by providing SD-WAN, LAN, and WiFi infrastructure assistance, including Meraki management and troubleshooting for all Opportunity Home properties.
• Test and implement new endpoint devices, cloud applications, and mobile technologies with minimal disruption to users.
• Assist the Cyber Security Administrator with auditing server and firewall logs, Cortex XDR Endpoint Protection, Graphus Anti-Phishing logs, and phishing reports; analyze risks to strengthen security for end-user devices and servers.
• Install upgrades, patches, new applications, and equipment for endpoints and servers; collaborate with the Applications Team and CSA to procure, maintain, and allocate software and hardware to keep endpoints current.
• Maintain the residential wireless network and digital signage support, including router and PC maintenance as needed.
• Maintain 100 percent printer fleet availability.
• Stay informed about emerging technologies and evolving user needs; assist CSA, Applications, and Network Team with implementing new technologies and service changes as appropriate.
• Educate Opportunity Home staff on new technologies and service changes through documentation, announcements, videos, and live trainings.
• Complete required training through the Career Growth plan using the organization LMS, CBT Nuggets, and other platforms.
• Uphold data security and confidentiality in line with legal requirements; contribute to security initiatives.
• Assist the Cloud and Cyber Security administrator with implementing server and desktop security policies to protect hybrid operations by applying patches and updates in a timely manner.
• Adhere to IT Manual guidelines and operational procedures, including emergency response protocols.
• Participate in Trauma Informed Care initiatives to support TIC certification where applicable.
• Adopt ethical use of Generative AI solutions and perform related duties as assigned.

Technologies

• Help Log
• Advantage MDM
• Apple Mac computers
• Dell laptop computers
• Surface Pro devices
• Google Workspace and apps (Sheets, Slides, Docs, Keep, Task Manager, Calendar)
• Cortex XDR System and Cortex XDR Endpoint Protection
• Graphus Anti-Phishing
• Meraki and SD-WAN
• Windows Active Directory
• LAN/WAN hardware
• LMS system and CBT Nuggets

Behavioral Competencies

• Values Driven: aligns work with Compassion, Equity, and Excellence in interactions with residents, vendors, coworkers, supervisors, board members, and other stakeholders.
• Leadership: provides direction to people and projects by clearly setting course of action and guiding departmental goals.
• Customer Service: responds professionally with compassion to internal and external customers and builds positive relationships.
• Effective Use of Information: communicates important information clearly and securely to the right audience, in writing or verbally.
• Commitment and Continuous Improvement: pursues excellence through innovation, evaluates processes, and prioritizes long-term solutions.
• Teamwork: supports a positive team environment, welcomes feedback, and collaborates effectively with others.
• Responsiveness and Accountability: maintains high standards, respects confidentiality, and resolves issues promptly.