IT Support Analyst

NOTE: The California Department of Public Health (CDPH) has issued new requirements for health care and IT congregant care facilities to decrease the risk of COVID-19 outbreaks. Based on the CDPH public health mandate, all candidates for positions at Edgewood Center must provide proof of vaccination. Edgewood Center will consider applicants with ADA and Title VII exemptions on a case-by-case basis.

Mission Statement: To be the place for all bay area children and families to find the care they need in support of their mental health and well-being.

Vision Statement:

For everyone we serve to gain a better understanding of self, build confidence, gain strength, and welcome joy.

IT Support Analyst-This is a full-time non-exempt position, located at our Vicente campus in San Francisco.

About Edgewood:

Each person who works at Edgewood Center for Children and Families shares a passion for making a difference in the lives of the children and families who we serve in the San Francisco Bay Area. Employees find themselves surrounded by a diverse and extraordinary group of dedicated professionals, in welcoming environments characterized by whole-person care, open communication, creative support and a commitment to growth, healing and improving each day. Edgewood’s successes come from our employees and the positive results they help create for children and families. When you join Edgewood, you join a culture of purpose and belonging, where your growth is a priority, your identity is embraced, and the work you do matters.

Position Summary

The IT Support Analyst is responsible for variety of technical issues relating to computer systems, telecommunications network, LANs, WIFI, WANs and desktop/laptop computers, whether are located on-site or in the remote office or home/office across all Edgewood. In addition, the role is responsible for the support, maintenance and upgrade of Edgewood LAN/WAN/WIFI and other related application servers. The IT Support Analyst reports to the IT Director.

Essential Functions

• Maintaining an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades.
• Working with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule.
• Analyzing and making recommendations for hardware and software standardization.
• Provision user accounts and managing access control and MFA based on company policies.
• Provisioning mobile devices on Air watch MDM or Equivalent MDM
• Provisioning mobile devices on Sentinel One Singularity MTM
• Installing, configuring and maintaining desktop and laptop PCs and peripherals such as printers.
• Installing and configuring application and operating system software and upgrades.
• Troubleshooting and repairing hardware and network connectivity issues.
• Removing/replacing/upgrading old equipment and performing data migration to new machines.
• Researching and resolving complex problems escalated.
• Analyzing and identifying trends in issue reporting and devising preventive solutions.
• Mentoring more help desk personnel on hardware and software problem analysis and resolution.
• Resolving complex issues requiring detailed systems and applications knowledge.
• Taking initial telephone or email inquiries and troubleshooting and managing hardware, software or network problems.
• Recognizing and escalating more difficult problems to the next level of support.
• Logging call activity in ServiceNow
• Administration and maintenance of all LAN/ WAN related network services according to company policies and procedures.
• Recommending, coordinating and implementing server, network software, security and hardware upgrades.
• Monitoring, analyzing, troubleshooting and resolving network performance, connectivity and other related problems.
• Overseeing Server and network, enterprise WIFI, switches. Routers. And other network equipment
• Shared responsibility for installing server operating system software, patches and upgrades.
• Ensuring adequate backup and disaster recovery processes are in place commensurate with expectations as agreed to with senior management.
• Providing 2nd / 3rd level support, as needed, to other technical support staff.
• Ensuring critical systems are documented at a level that reduces risk to the organization.
• Ensure Server/Wiring closet room environmental sensors are functional. Ensure AC on server rooms are operational and properly monitored and maintained.
• Other IT related tasks as required.
  
  
  

Core Competencies

• Must be able to communicate effectively with users
• Must be able to solve complex network/systems problems and develop solutions
• Must be able to document helpdesk tickets and solutions
• Must be able to lead by mentoring others within the team in supporting Edgewood network and server infrastructure
• Must be able to communicate with colleagues to solve complex problems as a group
• Must be able to learn new technical skills as technology evolves
• Must be able to conduct in-person training or webinar sessions with Edgewood Staff on various applications when required
• Contributes positively to creating a healing-centered, welcoming, anti-racist, LGBTQ+ affirming team and organization.
• Demonstrates cultural competency, humility, and sensitivity treating youth, families, and colleagues with dignity and respect.
  
  
  

Applied Knowledge, Skills, And Abilities

• Extensive experience with desktop hardware, software applications, operating systems and network connectivity (Microsoft Windows 10/11, Microsoft 365 Suite, Sophos, Cisco Secure VPN, Okta, Service-now, Cisco Umbrella, Cisco Secure Access, Cisco Meraki, Fortinet).
• Provide Remote hands support for Edgewood Datacenter Systems and Network Equipment when needed.
• Able to travel to other Edgewood locations as required.
• Basic knowledge of networking technologies and devices like hub, switch, router, and firewall.
• Customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources.
• Excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.
• Extensive experience with both Network and Microsoft related technologies (Cisco FTD, Meraki wireless, ShoreTel VOIP PBX, DMZ, Cisco Secure VPN, SDWAN VeloCloud, Cisco ISE, Microsoft Server 2012/2016/2019,2022, Linux systems, Office365 Email, Active Directory, PowerShell, Azure, HyperV, Vmware 7, Vcenter 7, Sharepoint, etc.), and a variety of server and network hardware.
• Experience with fail-over clustering and multi-site connectivity.
• Familiarity with backup and recovery software methodologies and best practices. Experience with Veeam Software.
• Solid technical skills and experience with a variety of network protocols, server systems software and Cisco hardware involved in LAN, SDWAN and Cloud operations. This position requires strong troubleshooting, analytic and diagnostic skills on both the server, and network and security systems.
• Excellent interpersonal and communication skills, including the ability to multitask effectively in a fast paced environment.
  
  
  

Physical, Environmental, And Mental Requirements

• Strength and Motion: Occasionally required to lift/carry objects up to 50 lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, etc. Must be able to walk, stand, sit for extended periods. Must be able to climb stairs, stoop, kneel and crouch.
• Vision and Hearing: Frequently required to read documents, written reports, and plans. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff, etc. Must be able to speak clearly and understand/be understood using the English language.
• Cognitive: Frequently required to concentrate on moderate detail with constant interruption. Must be able to attend to a task/function for 20-45 minutes at a time. Frequently required to understand and relate to specific ideas, several at a time. Must be able to remember multiple tasks/assignments given to self and others over a period of several days.
• Work Environment: Exposure to varied office and mixed (residential/office) environments.
• Equipment: Required to use a wide variety of information technology systems such as, but not limited to, computers, servers, network devices such as routers, switches, network security appliances, phones, and mobile devices, etc.
  
  
  

Salary Information-the hourly rate for this position is $38.50-$38.50 per hour.

As part of our team, benefits-eligible employees receive an excellent comprehensive benefits package:

• 16 days of PTO the first year and more thereafter
• Nine paid holidays
• Five health and wellness days off annually
• 10% additional pay for community-relevant second language fluency
• Medical/Dental/and Vision plans
• 403 B Retirement Plan with agency match
• Employee Assistance Program
• Commuter Benefits Program
• Medical and Childcare Flexible Spending Accounts
• Pet Insurance
• Identity Theft Protection Plan
• Paid employee referral program
• Career advancement opportunities
• Retention bonuses for many positions
• Continuing Education expense reimbursement
• Professional licensing fee reimbursement
• Professional Development reimbursement opportunities
• Verified Public Service Loan Forgiveness Employer
  
  
  

Equal Opportunity

Edgewood is proud to be an equal-opportunity employer. People of color, women, persons with disabilities, and persons who are lesbian, gay, bisexual, transgender, or intersex are encouraged to apply. Edgewood maintains a policy of non-discrimination with respect to employees and applicants for employment. No aspect of employment will be influenced in any matter by race, color, religion, sex, age, national origin, marital status, ethnicity, religion, sexual orientation, gender identity and/or expression, physical disability (including HIV or AIDS), medical condition, perceived physical disability, veteran status or any other basis prohibited by statute.