IT Support Analyst

Position Summary: Responsible for receiving and resolving IT support requests electronically, via phone and in person in a fast-paced non-profit environment. Travel to various sites to resolve technical issues. Provide excellent customer service for on-site and off-site employees., * Identify, isolate, troubleshoot, document, and resolve IT issue.

• Install, deploy, and maintain IT hardware and software systems.
• Provision & maintenance of user accounts.
• Coordinate timely repair of equipment covered under 3rd party maintenance agreements.
• Recognize and escalate high-level issues as appropriate.
• Perform preventative maintenance on IT systems as directed.
• Provide technology training for staff appropriate to their needs, including new user orientation and in-services as need.
• Provide support for cell phones, including set-up, swapping and upgrades.
• Maintain orderly, up-to-date records, documentation, and files, using approved practices and record-keeping systems, including inventory.
• Create and maintain images for workstations.
• Reclaim assets as necessary at the central office and in the field.
• Provide support for agency copiers.
• Monitor, manage, and report on ticketing system for quality improvement.
• Other duties as assigned.

Do you have experience in Windows?, Do you have a Associate’s degree?, * Education/Experience/Training

• Associates degree or higher in Computer Technology or equivalent field experience.
• Minimum of two years of technical/customer service experience.
• ITIL certification is required. If not currently certified, it must be obtained within three months of hire.
• CompTIA A+ certification is preferred.

Skills/Abilities

• Experience troubleshooting both local and wide area network issues.
• Experience troubleshooting Windows, SharePoint, Office, VoIP, and application issues.
• Prior experience of installing software and hardware components in a Windows environment required.
• Must possess excellent communication and customer service skills.

Core Competencies

• Communication: Uses effective written and oral communication with internal staff, teams, and community service; demonstrates empathy and listening
• Client orientation: Recognizes needs of diverse stakeholders and approaches relationships with service orientation, to ultimately maximize the impact
• Equity mindset: Understands and is committed to goals of equity consistently brings an equity mindset to the organization’s work and workplace
• Growth mindset: Views growth as important for personal and professional development; seeks out opportunities to expand skills, even if the change is required, demonstrates curiosity and eagerness to learn
• Ownership and quality of work: Effectively manages own work, and work of the team to ensure delivery of high-quality work
• Supervisory skills: Effectively manages and develops others
• Mission drive: Demonstrates commitment to the missing of the organization as a whole and alignment with organization values

At Youth Guidance, we understand that diversity, equity, and inclusion (DE&I) are fundamental to realizing our vision of bright and successful futures for all young people. We celebrate the diversity of youth and recognize them as empowered leaders, problem-solvers, and experts of their own experiences. At the same time, we acknowledge that many systems and institutions meant to support youth are inequitable and unjust.

As such, we are committed to advancing DE&I through our words and our actions, both internally and externally, by:

Strengthening cultural competence as well as policies, practices, and organizational structures that foster belonging and leverage the unique backgrounds and talents of staff;

Offering youth-centered programs that are accessible and responsive to people from diverse racial and ethnic backgrounds, abilities, sexual identity, gender identity and expression, language, and cultural and religious beliefs and practices;

Influencing systems that youth, their families, and communities are impacted by, such as schools, organizational networks, governmental bodies, researchers, and the funding community, to apply approaches that embrace DEI in addressing the needs and supporting the aspirations of young people.