Support Analyst, IT

Schedule

This position is eligible for a hybrid work schedule, with a minimum of three (3) days in-office based out of our West Sacramento office and two (2) days working remotely.

Summary

Under general supervision, the Support Analyst performs a variety of routine to complex technical duties in support of the California School Boards Association (CSBA) and its members. This position provides technical desktop support to CSBA staff and leadership, as well as troubleshoots hardware and software problems on the Association’s computers, security systems, and related equipment. The Support Analyst installs hardware equipment and software applications, onboards new employees, assesses user training needs, and performs user training in the effective use of applications. This position makes recommendations regarding hardware and software acquisition, and performs related work as required.

Essential Duties & Responsibilities

Technical Support & Issue Resolution

• Intake, evaluate, follow-up, escalate, and resolve requests from users experiencing issues with hardware, software, communications, and other computer-related technologies.
• Respond to inquiries concerning systems operation and diagnose system hardware, software, and operator problems.
• Research and diagnose routine to complex user problems, perform remedial actions to resolve, and / or recommend and determine solutions.
• Troubleshoot network connectivity to on-premises or Internet resources, including installation, maintenance, and physical cable replacement.
• Provide updates, status, and completion information to personnel and/or users via voice mail, e-mail, or in-person communication.

Technology Provisioning & Deployment

• Provision, deliver, install, and assist personnel in the use of personal computers, software, and peripheral components such as monitors, keyboards, printers, phones, switches, hubs, and cabling.
• Image, configure, test, and deploy specified software packages including network operating systems, office productivity suites, email and collaboration solutions, and department-specific software, both in-person and remote.
• Provision software accounts and privileges for user and departments, enforcing security authorization for application access and troubleshooting access issues.

Systems Maintenance & Asset Management

• Maintain technology assets, including hardware and software inventory, from purchase through to disposal.
• Perform proactive maintenance of shared technology resources including printers and conference room equipment.
• Support in-person and virtual events, including audio/visual equipment.
• Assist in routine maintenance of technology systems.

User Support, Training & Events

• Train users on software and hardware by providing instruction and documentation.
• Perform new hire Information Technology orientations.
• Support in-person and virtual events, including audio/visual equipment.

Collaboration & Continuous Improvement

• Contribute to key initiatives, group projects, problem solving activities, and department strategy to promote continual business process improvement.
• Uphold and model CSBA’s vision, mission, values, policies, and practices.
• Demonstrate respect, honesty and professionalism at all times.

Other Responsibilities

• Adhere to an established work schedule and the organization’s timekeeping practices.
• Limited vacation permitted during peak periods.
• Works occasional overtime, evenings, weekends, and holidays as needed.
• Perform other duties as assigned.

Qualifications

Education & Experience

• Any combination of training and experience equivalent to an associate’s degree or higher with major coursework in computer science, information technology, or closely related field that demonstrates responsible technical experience performing technical support and network administration on personal computers and peripheral equipment including software administration in a multi-user environment.

Knowledge of

• Principles and best practices of technology system operations, maintenance, and administration.
• Techniques and methods of computer hardware and software evaluation, implementation, and documentation.
• Techniques for providing a high level of customer service, effectively dealing with the public, vendors, contractors, and Association staff.
• Personal computer and application software packages, including office productivity and collaboration solutions.
• Computer hardware, peripherals, networks, operating systems, and cloud solutions.
• Troubleshooting, configuration, and installation techniques.
• Applicable Federal, State, and local laws, rules, and regulations, and Association and departmental codes, policies, and procedures.
• Occupational hazards and standard safety procedures.
• Methods, techniques, and practices of data collection, record keeping, and report writing.
• Modern office practices, methods, and computer equipment and applications related to the work, including word processing, database, and spreadsheet software.
• English usage, grammar, spelling, vocabulary, and punctuation.

Ability to

• Perform a variety of functions in the operation of computer equipment and peripheral components.
• Identify and resolve hardware and software problems and take appropriate action.
• Set up personal computer and network hardware and install and configure software.
• Train staff on software applications and hardware usage.
• Handle and maintain confidential and sensitive information.
• Prepare clear and concise reports, correspondence, and other written materials.
• Interpret, explain, and ensure compliance with Association policies and procedures, complex laws, codes, regulations, and ordinances.
• Establish and maintain a variety of filing, record keeping, and tracking systems.
• Respond to and effectively prioritize multiple phone calls and other requests for service.
• Make accurate arithmetic and statistical computations.
• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner.
• Organize own work, set priorities, and meet critical time deadlines.
• Operate and maintain modern office equipment, including computer equipment and specialized software applications programs.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted while performing duties and responsibilities.

Environmental Elements & Physical Demands

• Employee works in a primarily sedentary office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances.
• Employee is personally responsible for following health and safety guidelines, instructions, and policies.
• Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and computer screen, and hearing and speech to communicate in person, and over the telephone; must be able to bend, stoop, kneel, reach, push and pull drawers open and closed in the execution of duties.
• Must be able to sit at computer for long periods of time and have the dexterity to access, enter, and retrieve data using a computer keyboard or calculator, and operate standard office equipment and visual acuity are required.
• Employee must possess the ability to lift, carry, push, and pull materials and objects weighing up to 75 pounds, hand truck available to assist.
• Must be able to travel overnight on occasion throughout the state of California.

Why Join CSBA?

• Play a key role in leading large-scale technology initiatives that support CSBA’s mission and enhance services for California’s TK–12 education system.
• Work in a collaborative and mission-driven environment dedicated to advancing public education.
• Receive a competitive salary and benefits package.

If you are an experienced technology professional looking for an opportunity to support meaningful, high-impact initiatives, we encourage you to apply!

Benefits

At CSBA, we proudly offer competitive compensation and benefits, including medical, dental and vision coverage for employees and dependent children, insurances and California Public Employees Retirement System (CalPERS), and more.