Support Analyst, IT

Base Compensation

• Base Pay $23.00 - $28.00 / Hour
• Employee Type FT Non-Exempt
• Manage Others No

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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.

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.

• 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.

• 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.

• 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.

• 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.
• 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.

• 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.

• 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.

• 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…