Senior 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 of the Manager, Service Operations, the Senior Support Analyst performs a variety of intermediate to complex technical duties in support of the Association’s management information system. This position provides computer, server, and network support to CSBA staff and clients, including responding to advanced information technology requests, tickets, and calls; installing, configuring, and troubleshooting personal computers, related hardware, and application software; and proactively monitoring and configuring network equipment. The Senior Support Analyst contributes to the success of the IT department by leading projects and driving new capabilities that increase team productivity and customer service quality, and performs related work as required.

Essential Duties & Responsibilities

• Provide high-quality customer service and network-related technical support via phone, remote tools, and email, with an emphasis on rapid issue resolution.
• Focus on service metrics and identify opportunities for continuous improvement.
• Resolve issues to client satisfaction while meeting established service level agreements.
• Fully address network support tickets through resolution or escalation.
• Manage complex technical problems affecting server infrastructure, email communications, virtual environments, network firewalls, and other technologies with broad organizational impact.
• Monitor, analyze, and resolve advanced, second-level network incidents.
• Proactively evaluate network and service performance and identify potential issues.
• Maintain network connectivity and security.
• Provide assistance with problem research and documentation.
• Network, Server & Systems Administration
• Perform recurring scheduled maintenance and upgrades on computers and servers, including remote bulk network updates through automation.
• Aid in the installation and configuration of network equipment, including local and wide area data communications, telephony, and security systems.
• Aid with configuration and maintenance of server components, including Active Directory, security permissions, email groups, and access controls.
• Create email accounts for users and departments and troubleshoot email connectivity and storage issues.
• Maintain Active Directory user accounts by adding, removing, and modifying users, groups, mailing lists, and access rights.
• Provide security authorization for application access.
• Technology Deployment & Asset Management
• Deliver, install, and assist personnel in the installation of personal computers, software, and peripheral components such as monitors, keyboards, printers, disk drives, switches, hubs, and cabling.
• Maintain hardware and software inventory.
• Maintain backup systems.
• Project Leadership & Continuous Improvement
• Propose improvement initiatives and take a lead role on projects that enhance IT capabilities.
• Implement industry best practices, including SCCM, ITIL, and ITSM methodologies.
• Improve technical knowledge through ongoing training and certifications.
• Read, understand, and adhere to CSBA values, policies, and practices.
• Demonstrate respect, honesty, and professionalism at all times.
• User Support & Training
• Assist and train staff on software applications, hardware usage, and technology-related processes as required.
• 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 a Bachelor’s degree in Computer Science, Information Technology, or a related field, with three to five years of experience supporting, troubleshooting, and maintaining Windows-based networks, including Active Directory, Group Policy, Microsoft Office, printing/scanning, and virus/spyware removal.
• Experience, training, and/or certification in specific IT tools and best practices including SCCM, ITIL, and CCNA are preferred.

Knowledge

• Principles and practices used in the operation, maintenance, and administration of network operating systems, personal computer hardware, and related software systems.
• Computer hardware, software, network technologies, and operating system products.
• User applications including Microsoft Outlook, Microsoft Office Suite, internet browsers, user security tools, antivirus solutions, VPN technologies, and connectivity tools.
• Microsoft client operating systems, including Windows and Apple macOS.
• Microsoft server operating systems, Microsoft Exchange Server, Microsoft System Center Configuration Manager (SCCM), and Active Directory design, setup, and administration.
• Server virtualization technologies such as VMware.
• Server hardware and related technologies, including RAID, backup, and restore methods.
• Networking technologies, including TCP/IP, DNS, SMTP, and network routing.
• LAN/WAN connectivity and networking equipment, including routers, firewalls, managed switches, VLANs, WLANs, and NAT.
• IT industry best practices, including IT Infrastructure Library (ITIL) and IT Service Management (ITSM).

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.
• Mobility to work in a standard office setting and use standard office equipment, including a computer;
• Vision to read printed materials and computer screens;
• Hearing and speech to communicate in person and over the telephone;
• Mobility to sit at a computer for extended periods and have the dexterity to access, enter, and retrieve data using a computer keyboard or calculator;
• Ability to lift, carry, push, and pull materials and objects weighing up to 75 pounds;
• A hand truck is available to assist.

Why Join CSBA?

Facilitate projects that enhance IT capabilities and improve organizational productivity.

Work with advanced network, server, virtualization, and infrastructure technologies.

Contribute to a collaborative environment focused on customer service excellence and continuous improvement.

Expand your expertise through ongoing training, certifications, and implementation of industry best practices.

Receive a competitive salary and benefits package.

Benefits

• 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.