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3d ago

Technical Support Analyst (IT)

Opportunity Home San Antonio San Antonio, TX

San Antonio, TX

3d ago

$63k - $63k/yr Full time Active Directory Application Support Audiovisual Support

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Job Description

Opportunity Home San Antonio seeks a Technical Support Analyst (IT) to deliver comprehensive IT and AV support across endpoints, mobile devices, cloud tools, and network infrastructure. This onsite role in San Antonio, Texas emphasizes resolving Help Log tickets within 48 hours and managing onboarding, offboarding, imaging, security, and user provisioning.

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.

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