Technical Support Analyst

Salary: $62,653.50 Annually
Location : San Antonio, TX
Job Type: Full-Time
Job Number: 8
Department: Innovative Technology Services
Division: Innovative Technology Services
Opening Date: 05/05/2025
Closing Date: 5/26/2025 5:00 PM Central

Description

Summary
The primary purpose of this position is to provide technical and organizational support for all aspects of the Authority's network, systems and telecommunications, mobile and Audio/Visual infrastructure by installing, configuring, maintaining, and troubleshooting current system operations. The incumbent supports the implementation of projects for new systems, servers, network and telecommunication technologies and performs "Help Log" functions for the Authority for systems, network, telecommunications, mobile device and Audio/Visual Support.

Examples of Duties

Essential Duties + Responsibilities
The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed. These essential functions require a consistent presence in the work environment on a regular basis and regular attendance must be maintained.
•  Provides user and operational support and provisioning functions, including user support for the central office and remote sites; configures, supports, and troubleshoot servers, telecommunications, mobile devices, virtual environment, data backup and recovery systems.
•  Monitors desktop, server and virus system performance, verifying the availability and integrity of all desktops, laptops, servers, systems, and key processes; supports Windows Hyper-V virtual environment.
•  Plans, tests, and administers Windows user profile servers in an Active Directory environment; develops appropriate documentation related to systems administration, maintenance, and security.
•  Performs administrative tasks for Google GSuite Apps platform, cloud applications, and maintaining Google accounts; ensures that all cloud technologies are available to the Authority's user community.
•  Provides support to our SD-WAN by providing Meraki management, connectivity support and troubleshooting SD-WAN issues for all Opportunity Home San Antonio properties.
•  Tests and implements new servers, cloud and mobile technologies with minimal interruption to users' activities.
•  Assists in the design, installation, configuration, and repair of desktop and server security, maintains LAN hardware, virtual server infrastructure and Co-Lo environment.
•  Audits server logs, PRTG monitoring logs, firewall logs, Cortex XDR Endpoint Protection, Graphus Anti-Phishing logs and user-submitted phishing reports to identify potential risks; analyzes risks on both server and infrastructure in order to maximize security on all end-user devices and servers.
•  Installs upgrades, patches, new applications and equipment; works with Systems Administrator to purchase, maintain, and allocate software licenses for all business application software.
•  Acts as primary user provisioning and deprovisioning liaison between HR and IT to assist in formulating on-boarding and off-boarding procedures for all users entering and exiting the Authority; coordinates with hiring managers and supervisors to ensure correct permissions are applied to individual user accounts and user groups.
•  Provides network and desktop support for the Authority's residential wireless network, including some router and PC maintenance.
•  Keeps abreast of emerging technologies and evolving user needs; assists the Systems and Network Administrators in implementing new technologies and service changes as appropriate.
•  Assists in the education of Opportunity Home staff on new technologies and service changes through a variety of mediums such as documentation, announcements, videos, and hosting live training sessions.
•  Completes the required training through CBT Nuggets and other relevant training platforms.
•  Provides audiovisual design and installation support as needed for the Authority; provides AudioVisual support on a rotating basis for Board of Commissioners and offsite Board Committee meetings and all other Authority internal and external meetings.
•  Ensures the daily production ('Help Log') issues related to systems, or the cloud applications are resolved within the 48 hour timeframe to deliver the Innovative Technology Quality of Service (QS).
•  Keeps Security "Top of Mind" and maintains data security and information confidentiality in accordance with legal requirements; protects database confidentiality and integrity through access system and user levels of access. Implements server and desktop security policies to defend the LAN infrastructure by ensuring all patches, updates and upgrades are applied in a timely manner to provide optimum protection of our hybrid LAN computer operations.
•  Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees.
•  Participate in Trauma Informed Care (TIC) initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.
•  Recognize the significance of a data driven organization that adheres to expanded policies and practices in the area of data governance. Learn the distinct and different roles to include: Data Trustee, Data Domain Stewards, Data System Custodians, Data Stewards and Data Users. Effectively collaborate with the various data roles as needed on a daily basis or in a project capacity.
•  Employees are expected to use Generative AI solutions ethically and responsibly.
•  Other duties as assigned. Behavioral Competencies
This position requires the incumbent to exhibit the following behavioral skills

•   Values Driven Demonstrates an understanding of the values (Compassion, Equity and Excellence) and embodies the values in their work and interactions with residents, vendors, co-workers, supervisors, board members, community members, and other stakeholders.
•   Leadership Provides direction to people and/or projects by clearly and effectively setting course of action for the assigned department staff and tasks; manages the planning, execution, and achievement of assigned department goals.
•   Customer Service Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.
•   Effective Use of Information Communicates important information to those who need to know clearly, securely, effectively, orally and/or in writing; proactively exchanges accurate and timely information.
•   Commitment and Continuous Improvement Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning. Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long-term solutions.
•   Teamwork Balances team and individual responsibilities; exhibits Compassion, objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts of Excellence; attends, supports, and participates in the organization's team building events. Responsiveness and Accountability Demonstrates a high level of Excellence and holds oneself personally responsible for one's own work; complies with procedures and directives and understands the importance of maintaining and managing confidential information; recognizes and anticipates issues and provides a responsive resolution in a timely manner.
Typical Qualifications
Education

Required
•  Two (2) or more years of college coursework in information technology, computer science, or a related field.
•  Four (4) years additional experience may be considered in lieu of educational requirements. Experience

Required
•  Three (3) years of experience in help desk technical support to include but not limited to Network LAN, SD-WAN or WIFI network support of various WiFi devices.
•  Experience with desktop, laptop, mobile devices support.
•  Experience in the setup support and installation of Audio/Visual hybrid meetings.
•  Must have the ability to learn and use cloud applications such as Google GSuite applications to include but not limited to: Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets and Slides. Understanding document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud accessible applications to include but not limited to: One drive, Outlook, Word, Excel and Powerpoint or MAC or PC desktop equivalent is acceptable.
•  Successful completion of a criminal history background check, education and work history verification and drug screening test. Preferred Education and Experience
•  Bachelor's Degree in information technology, computer science, or a related field.
•  Ability to learn cloud technologies such as LucidChart for diagram, workflow and chart drawing. Experience with Vizio or equivalent is acceptable . click apply for full job details