Senior Information Technology Support Analyst

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 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.

• 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.
• Monitor and maintain network connectivity and security.
• Provide assistance with problem research and documentation.

• Perform recurring scheduled maintenance and upgrades on computers and servers, including remote bulk network updates through automation.
• Assist in the installation and configuration of network equipment, including local and wide area data communications, telephony, and security systems.
• Assist 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.
• 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.
• 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.

• Assist and train staff on software applications, hardware usage, and technology-related processes as required.

• 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 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.