Position Title: Technical Support Analyst II

Organization: Jewish Family Service of San Diego

Department: Technology Services

Position Type: Full-Time (37.5+ hours/week), Non-Exempt

Work Setting: Fully Onsite

Reports To: Technical Services Manager

Pay Range: $35/hour

Total Compensation:

In addition to standard pay, compensation for this position includes:

• Comprehensive, low-cost healthcare coverage for employees
• Generous employer 401(k) contributions
• Employer-covered life insurance

Time Away from Work:

Being able to take time away from work is critical in bringing your best self to work. Time off benefits for this position include:

• 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

Position Overview:

The Technical Support Analyst II (TSA II) is a full-time member of the Technology Services team at Jewish Family Service of San Diego (JFSSD), reporting directly to the Manager of Technical Services. This position is responsible for advanced technical support across a multi-site networked environment, including escalated incident resolution, systems troubleshooting, and mentoring junior analysts. The TSA II plays a critical role in maintaining service quality, supporting infrastructure initiatives, and contributing to the department’s commitment to responsive and effective technical support.

Responsibilities:

• 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

Skills/Experience/Abilities That Are a Must-Have:

• Minimum of five (5) years of experience providing hardware, peripheral, connectivity, and application support in a networked Microsoft Windows environment OR Associate degree in Computer Science or a related field, plus a minimum of three (3) years of relevant technical support experience
• Advanced proficiency in Microsoft Office Suite and M365 environment
• Strong analytical and troubleshooting skills for resolving complex technical issues
• Experience managing Active Directory, Windows Server, and endpoint security tools
• Familiarity with VoIP systems, Teams Rooms, and audiovisual technologies
• Ability to maintain confidentiality, think critically, and exercise independent judgment
• Excellent interpersonal and communication skills, with proven ability to interact tactfully and effectively with individuals from diverse backgrounds
• Ability to work independently and collaboratively within a team environment
• Commitment to delivering high-quality customer service
• Strong attention to detail and organizational skills
• Experience working with diverse populations and fostering a culturally inclusive environment.
• A valid California driver’s license is required; local travel between JFS locations may be necessary
• Occasional evening and weekend work may be required

Skills/Abilities We’d Like You to Have:

• CompTIA A+ Certification
• CompTIA Security+ Certification
• ITIL Foundation Certification

Physical Requirements:

• Physical activities may include prolonged standing, bending, sitting, climbing ladders, and working in confined spaces.
• Must be able to lift and carry items weighing up to 30 lbs

Important Notice:

Please submit your resume and cover letter on your application.

Incomplete submissions will not be considered. Please, no phone calls. Please, principals only. Please, local candidates only (relocation is not provided).

About Jewish Family Service of San Diego
Jewish Family Service of San Diego is a client-centered, impact-driven organization working to build a stronger, more resilient community. For over 100 years, Jewish Family Service has been a trusted resource for the entire community, offering an array of services that are always life-changing, and often life-saving. At Jewish Family Service, we believe our employees are the backbone of our Agency. We strive to ensure that each employee is treated with dignity and respect. Our goal is your success. Come work at JFS and be our partner in Moving Forward Together. To learn more about JFS, please visit jfssd.org.

*Jewish Family Service is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.