System Support Analyst

At Wayfinder Family Services, we understand the unique challenges facing some of our state’s most vulnerable children, youth and adults. Those with disabilities, those without a home of their own, those who have been abused and many, many more. We answer the call for them. We believe in the amazing potential in, and for, each and every one of them. And, together, we find a way to turn that potential into reality.  

 

Program and Role Summary

The primary purpose of the System Support Analyst is handling the daily processes for helpdesk service operations. This includes end-user support, issue resolution, training/guidance for various technologies and systems, and IT equipment configuration and deployment.  This position timely and accurately responds to support requests to ensure proper resolution or escalation within the department or any contracted IST vendor. The training aspects include IT/IS orientation, assisting users with software navigation or functionality questions, and drafting user guides or reference materials, as assigned. The IST Support Analyst may be assigned other duties and project related tasks. This is a non-exempt position that reports to the Information Technology Manager.

 

Primary Responsibilities:

• Responsible for triaging and resolving various onsite and remote tier 1 & 2 IST support tickets.
• Respond timely and accurately to user requests within IST designated SLA.
• Handle WFS staff technical onboarding, including New Hire orientation training and equipment disbursement.
• Maintain an up-to-date IST asset inventory.
• Communicate efficiently and effectively with management, users, and internal/external resources for all assigned duties and tasks.
• Collaborate and work with other IST department analysts.
• As assigned, attend and actively participates in project meetings, committees, user groups, and other events.
• Perform other departmental duties as assigned by the Information Technology Manager or at the request of the Senior Director of IST.
• Travel between WFS local sites as needed.

Education/Certifications:

• An associate’s degree, or certification from an accredited program focused on technology support; OR at least 4 years of directly related work experience
• An equivalent combination of education and experience may be considered for the role.
• Minimum of three years of experience working with desktop support, including user support operations, user training material development, user training delivery, systems analysis, and issue troubleshooting and resolution techniques.
• Experience supporting desktop computing environments, including Microsoft products, Windows, Office365, Active Directory, and various other productivity software
• Valid CA Driver License with a minimum of three (3) years good driving history and must be approved by the agency’s insurance carrier to drive agency vehicles.

Benefits: Wayfinder is committed to providing our employees with a benefits program that is both comprehensive and competitive which includes:

• Paid Time Off: Generous Paid Time Off (PTO) policy, 11 paid holidays, plus five winter holidays
• Medical, dental, vision, life, and long-term disability insurance
• 401(k) retirement plan with employer match up to 4% 
• Employee referral program: Encourage your colleagues to join us
• Education tuition assistance program: Invest in your career development 
• Public Service Loan Forgiveness (PSLF) eligible
• Flexible spending account (FSA) plans 
• Eligibility and other benefits are outlined in plan documents

Additional Benefits Offered for this role :

• Training and professional development

 

Wayfinder Family Services is an Equal Opportunity Employer. We support a drug-free workplace and conduct pre-employment background and drug screenings.