Technology Support Analyst II, Technology Services

The Technical Support Analyst II is a full-time member of the Technology Services team at Jewish Family Service of San Diego, providing advanced technical support across a multi-site networked environment. Responsibilities include resolving escalated incidents, collaborating with Infrastructure and Technical Services teams, and mentoring junior analysts.

Requirements

• Provide Tier 2 technical support to clients via phone, helpdesk system, Microsoft Teams, and in person
• Resolve escalated incidents beyond Tier 1 capabilities, requiring advanced troubleshooting and system knowledge
• Diagnose and resolve hardware, software, and desktop-related technical issues across a multi-site networked environment
• Collaborate with Infrastructure and Technical Services teams to support network, server, and endpoint operations
• Install, maintain, and configure computer equipment, peripherals, and related technologies
• Respond promptly to Service Desk inquiries and document completed work in accordance with SLA guidelines
• Develop and maintain procedural documentation and knowledge base articles for both end users and support staff
• Serve as a Subject Matter Expert (SME) in multiple technologies and provide guidance to junior analysts
• Assist with network installation and maintenance tasks as requested by the Infrastructure Manager
• Support endpoint security operations, including patching, compliance, and runbook execution
• Participate in project planning and implementation for technology initiatives
• Contribute to service desk and tech support continuous improvement efforts
• Maintain organized technical storage areas and ensure asset hygiene
• Demonstrate a customer-centric approach and communicate clearly with diverse stakeholders
• Maintain regular attendance and punctuality
• Perform other duties as assigned

Benefits

• Comprehensive, low-cost healthcare coverage for employees
• Generous employer 401(k) contributions
• Employer-covered life insurance
• Paid vacation time and sick leave
• 15 paid holidays, including Federal and Jewish holidays (as long as the holiday lands on a normal scheduled work day), and floating holidays
• 2 Wellness Days to be taken any time during the year to support employees' mental wellness