IT Support Analyst II

The Center for Inherited Blood Disorders (CIBD) is a passionate non-profit organization dedicated to delivering high-quality, comprehensive, and family-centered care that significantly enhances the lives of children and adults with blood disorders. By choosing a career with us, you'll be joining a vibrant team committed to advancing public health while also investing in your personal and professional growth. Explore the opportunity to make a real difference in the community while developing your skills in a supportive, mission-driven environment.

Your contributions will help shape our future and transform lives!

Job Summary Under the direct supervision of the IT Mangager, the IT Support Analyst II provides first-level technical support to end users, troubleshooting hardware, software, printers, and network issues. This role requires a solid foundation of technical skills, and the capacity to resolve escalated incidents independently, while delivering excellent customer service. The ideal candidate must demonstrate proficiency in both desktop and server environments.

Department: IT

Schedule:

M - F, 8:30 - 5:00

Location:

On-site

Incident Troubleshooting & Resolution (Desktop/Laptop):
Diagnose and resolve hardware (PCs, laptops, printers, peripherals) and software issues (Windows OS, Office 365, browsers);
Escalate complex issues to third-level engineers or vendor support when necessary while ensuring timely follow-up with end users;
Maintain and update knowledge-base articles, run periodic reviews of ticket trends, and recommend process improvements.

Equipment Management:
Assist with overseeing the entire lifecycle of IT assets (Computers, printers and scanners), inventory tracking, and monitoring their daily usage and security. It also includes performing routine maintenance to extend equipment life and ensuring secure data disposal when devices are retired (Using Datto RMM).

Network & Connectivity Support:
Troubleshoot LAN/WAN connectivity issues, VPN access, and wireless network diagnostics;
Coordinate with network engineers to implement configuration changes on switches, routers, and firewalls when required.

Server and Infrastructure Support:
Assist with the administration of Windows Server environments (Manage user accounts, group policies, and permissions within Active Directory);
Monitor server health and performance; escal or remediate server-related alerts in a timely manner;
Assist with routine tasks such as patch management, server backups, and monitoring of Windows Server 2016/2019/2022 environments.

User Support & Onboarding/Offboarding:
Deploy and update desktop software for new users;
Create, modify, and disable user accounts in Active Directory, O365, Mail Protector, and other directory-integrated applications;
Manage permissions, group membership, and security policies in accordance with company standards.

Cyber Security:
Manage and deploy Cybersecurity Awareness Training via the Ninjio platform, including the design and execution of monthly training campaigns and phishing simulations; monitor completion rates and analyze results to ensure 100% staff participation and a reinforced security culture across the organization.

Customer Service & Documentation:
Provide clear, user-friendly communication to non-technical staff; follow up to ensure issue resolution;
Maintain accurate documentation of support procedures, configuration changes, and incident reports.

Associate’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

Minimum 2 years of progressive experience in IT Support roles (ITIL principles).

Minimum 2 years of experience in Networking Fundamentals (TCP/IP, DNS, DHCP, VPN).

Minimum 2 years of experience with Windows desktop support (OS 10/11).

Minimum 2 years of experience with Office 365 administration and support (Teams, One Drive, Office suite, Zoom and Adobe).

Minimum 2 years of experience with Windows Server administration and support ).

Basic Life Support (BLS) Certificate (or ability to obtain within six months of hire).

HIPAA Training (or ability to complete within one month of…