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Wayfinder Family Services is Hiring a System Support Analyst Near Los Angeles, CA
Job Details
Description
Wayfinder Family Services ensures that children, youth, and adults facing challenges always have a place to turn.
Wayfinder is committed to advancing IDEA (Inclusion, Diversity, Equity, and Accessibility).
Wayfinder believes inclusion, diversity, equity, and accessibility are essential to our excellence and our mission's execution. We value differences in the pursuit of inquiry and knowledge, mutual understanding, respect, trust, transparency, and cooperation. We are committed to creating a diverse and welcoming workplace that reflects the diversity of the communities we serve and includes individuals with diverse backgrounds and experiences. Individuals of color, women, LGBTQIA , veterans and differently-abled persons are encouraged to apply.
In exchange for your talent, Wayfinder offers an excellent benefits package, which includes the following:
- This role is eligible for Public Service Loan Forgiveness (PSLF)
- Competitive salary - Sign-on bonus for eligible roles
- Flexible schedules depending on the position (some offering hybrid)
- Medical insurance with a $30 premium per paycheck coverage plan (employee-only)
- Dental insurance 100% employer paid for HMO coverage plan (employee-only)
- 401(k) retirement plan with an employer match up to 4%
- 11 paid holidays per year and a generous paid time off policy
- Five paid winter holidays (between Christmas Eve & New Year's Day)
- Education Reimbursement Program
- Robust training opportunities: Shared Core Practice Model, Trauma-Informed Care, Evidence-based Practices
- Clinical Supervision for licensure
Compensation:
- In accordance with California law, the expected salary range for this position is posted with this position. The actual compensation will be determined based on experience and other factors permitted by law.
Role Summary
The Information Systems & Technology (IST) Support Analyst is responsible for 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 ensures proper resolution or escalation within the department or to the agency’s MSP IT 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.
- Responsible for triaging and resolving various onsite and remote tier 1 & 2 IST support tickets.
- Responsible for triaging and resolving tier 1 EMHR (Electronic Medical Health Record) data support.
- Respond timely and accurately to user requests within IST designated SLA.
- Ensure proper documentation of support requests from initial in-take through completion.
- Troubleshoot and repair IT hardware and software equipment as needed.
- Handle WFS staff technical onboarding, including New Hire orientation training and equipment disbursement.
- Maintain an up-to-date IST asset inventory.
- Provide guidance to users on functionality and support related business productivity software.
- Assist with the development of user reference guides, internal procedures, process improvement initiatives, and other materials, as assigned.
- 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.
- Assist the IST department to ensure the agency’s information technology and systems adhere to HIPAA, LA County, Department of Mental Health (DMH), Council on Accreditation (COA), and other regulatory or contractual requirements.
- 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.
Qualifications
- Associate degree preferred, 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.
- Minimum 3 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.
- Experience in a healthcare setting including support of clinical and billing operations for behavioral health is a plus.
- Possess valid California driver’s license and maintain an insurable driving record under the agency’s liability policy and be able to travel between the agency site locations when necessary.
Employee Wellness & Safety
Wayfinder is committed to creating an environment where employees and clients are safe. To meet this goal, we ask that employees be fully vaccinated (including boosters) against the COVID-19 virus as a condition of employment. All staff must demonstrate evidence of the first vaccine dose on or before their employment start date. Wayfinder will consider requests for exemption based on religious beliefs or medical accommodations. Wayfinder requires a thorough background screening process that includes fingerprinting and a health screening.
Trauma-Informed Care
Wayfinder practices Trauma-Informed Care (TIC) principles which recognize the signs, symptoms, and widespread impact of trauma. Employees integrate the knowledge of Trauma-Informed Care into policies, procedures, and practices to prevent re-traumatization which promotes the healing of families, youth, individuals, and communities.
Wayfinder is an Equal Opportunity Employer.
*IND
Job Summary
Other
Civic & Environmental Advocacy
$63k-79k (estimate)
04/22/2023
04/25/2024
wayfinderfamily.org
OAKLAND, CA
50 - 100
1953
LYNETTE N CROMBIE
$5M - $10M
Civic & Environmental Advocacy
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About Wayfinder Family Services
We are delighted to announce that as of January 2, 2018, Junior Blind is now known as Wayfinder Family Services! Our organization has grown and expanded over the last 65 years, responding to the critical needs in the communities we serve. Through our services, we reach more people than ever before, from those who have vision loss or profound special needs to foster youth with serious medical conditions or traumaand their families. As we commemorate our 65 years of dedicated service in 2018, we are pleased to step into the future with a name that embraces our history, while more fully reflectin...g the breadth of the work that we do and the people we serve. The mission of Wayfinder Family Services is to ensure that children, youth and adults facing challenges always have a place to turn. Founded in 1953 as the Foundation for the Junior Blind, our programs initially provided blind and visually impaired children with opportunities to lead fuller and more independent lives. Today, we annually serve more than 18,500 students and family members across Southern, Central and Northern California through two service divisions: one which helps individuals with visual impairment and additional disabilities and one which assists children in the child welfare system, with a particular specialty in services to medically fragile children and those with other special needs. Wayfinder strives for a world in which every child and family can overcome the obstacles they facea world where everyone has the opportunity to thrive. Wayfinder Family Services and our tagline Together, well reach new heights, embrace our role as a partner. From the small challenges to the biggest achievements, we walk hand-in-hand with children, adults and families along their journey. Wayfinder evokes loyalty, determination and collaboration. We want to do whatever we can to help each member of the Wayfinder family get where they need and want to go.
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The job skills required for System Support Analyst include Troubleshooting, Microsoft Office, Active Directory, Initiative, etc. Having related job skills and expertise will give you an advantage when applying to be a System Support Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by System Support Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for System Support Analyst positions, which can be used as a reference in future career path planning. As a System Support Analyst, it can be promoted into senior positions as a Technical Support Analyst II that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary System Support Analyst. You can explore the career advancement for a System Support Analyst below and select your interested title to get hiring information.
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