Technical Support Analyst; IT

Overview

This role is centered on delivering organizational and technical assistance across the full spectrum of Opportunity Home’s network infrastructure. The incumbent is responsible for the setup, configuration, upkeep, and resolution of issues involving business systems, cloud environments, mobile hardware, structured endpoints, and Audio/Visual components. The position involves contributing to support team initiatives that introduce new technologies, specifically those impacting endpoint security, business applications, cloud-based tools, mobile devices, equipment procurement, and system imaging.

Utilizing the internal help desk ticketing platform, the Analyst aims to resolve and close all support requests within a 48-hour window, ensuring high-quality service for all mobile, network, and business system operations across the organization.

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed. These essential functions require a consistent presence in the work environment on a regular basis and regular attendance must be maintained.

• Provides user and operational support and provisioning functions, including user support for the central office and remote sites; configures, supports, and troubleshoots mobile devices, diverse endpoints such as Dell laptop computers, monitors, Apple Mac Computers, Surface Pros, the printer fleet and other digital equipment.

• Assists with monitoring of endpoint inventory using the Advantage MDM system to ensure system performance, verifying the availability and integrity of all desktops, laptops, mobile devices, and other remote devices; supports the management and maintenance of the MDM system.

• Supports the primary user provisioning and de-provisioning team between HR and IT to assist in formulating onboarding and offboarding procedures for all users entering and exiting Opportunity Home; coordinates with hiring managers and supervisors to ensure correct endpoint and mobile devices are prepped and ready for first day at work productivity.

• Provides audiovisual design and installation support as needed for Opportunity Home. Provides Audio Visual support on a rotating basis for the Board of Commissioners and the off‑site Board Committee meetings, plus all other organizational internal and external meetings.

• Ensures the daily production "Help Log" issues related to all endpoint and mobile device support are prioritized and closed within the 48‑hour timeframe to deliver the Innovative Technology Quality of Service (QS).

• Assists in the imaging, design, installation, configuration, and repair of MAC and PC laptops, supports the Cyber Security Cortex XDR System, and helps maintain LAN/WAN hardware.

• Plans, tests, and administers Windows user profiles in an Active Directory environment; develops appropriate documentation related to systems administration, maintenance, and security.

• Using Google Workspace to support staff in the effective use of all Google Workspace applications, such as Sheets, Slides, Docs, Keep, Task Manager, and Calendar.

• Assist the network team to provide support to our SD‑WAN, LAN, and Wi‑Fi infrastructure by providing Meraki management, connectivity support, and troubleshooting SD‑WAN issues for all Opportunity Home San Antonio properties.

• Tests and implements new endpoint devices, cloud applications, and mobile technologies with minimal interruption to users’ activities.

• Support the CSA (Cyber Security Administrator) with Auditing server logs, firewall logs, Cortex XDR Endpoint Protection, Graphus Anti-Phishing logs, and user‑submitted phishing reports to identify potential risks; analyze risks on both server and infrastructure in order to maximize security on all end‑user devices and servers.

• Installs upgrades, patches, new applications, and equipment for endpoints and servers; works with the Applications Team and CSA to purchase, maintain, and allocate software and hardware to keep all endpoints up to date.

• Supports the network team by providing network and desktop support for Opportunity…