IT Support Analyst

• Provide hands-on support for hardware, software and AV Equipment.

• Provide Tier 1 and Tier 2 technical support, accurately document issues in the ticketing system, resolve user problems or escalate them when needed, and ensure a positive user experience.

• Asset tag, track, and maintain inventory of all IT equipment.

• Serve as a liaison between Family of Kidz and external IT consulting partners.

• Work with IT manager and IT vendors on technology initiatives and special projects.

• Configure and support cloud-based VOIP systems.

• Assist with additional IT projects and responsibilities as assigned.

• Familiarity with identity and access management in Active Directory and/or Microsoft Entra ID (Azure AD), including password resets and user provisioning.

• Understanding of core networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, and VPN) and use of remote-support tools.

• Awareness of basic cybersecurity and data-privacy practices, including multi-factor authentication, phishing awareness, and HIPAA confidentiality in a healthcare setting.

• Strong problem-solving skills and a patient, methodical approach to troubleshooting, with the ability to explain issues clearly to non-technical users

• Minimum of 2-3 years of IT support or related experience.

• Experience supporting Windows, iOS, and Android devices.

• Strong communication, organization, and time management skills.

• Ability to manage multiple priorities and deadlines effectively.

Physical Requirements

• Ability to lift and move computer equipment up to 50 pounds.

• Ability to work at desks, server rooms, and office locations as needed.

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications.

• Bachelor's degree in a related field or Minimum 1 year experience in an IT related field

• Experience with ticketing/help desk systems.

• Knowledge of remote support tools.

• Experience with virtualization technologies

Experience with any of the following technologies is desirable:

• CLAIMS

• Sentinel One

• Meraki

• ConnectWise

• SonicWall

• Addigy

• Elevate

• Microsoft 365

• Microsoft Azure

• Schedule: This is on onsite position: Monday-Friday, 8:30 AM - 5:00 flexibility is required

• Reports to: IT Manager

• Compensation: $25.00-$26.50 per hour

Since 1998, Family of Kidz has brought together highly qualified teams of professionals who work diligently to help children with special needs, from birth to adulthood. Our focus is on establishing a strong understanding of each child's needs and teaching them skills that lead to greater independence and an enhanced quality of life.