Position Title: Technical Support Analyst I

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: $27-$30/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 I (TSAI) is a full-time member of the Technology Services team, reporting to the Manager of Technical Services. This role is responsible for the routine and complex installation, maintenance, and repair of assistive technology hardware, software, desktop computers, peripherals, and other technology services across a multi-site networked environment.

The TSAI serves as a primary point of contact for staff requiring support with Jewish Family Service technology. This position plays a key role in fostering strong client relationships and upholding the department’s commitment to responsive and effective technical support.

Responsibilities:

• Provide technical support to users via phone, email, and in person.
• Process all Service Desk requests, triaging initial issues for resolution or escalation.
• Diagnose and resolve hardware, software, and other workstation-related technical issues.
• Serve as a consultant to staff and stakeholders by answering questions, troubleshooting problems, identifying hardware/software needs, and recommending solutions.
• Install, maintain, troubleshoot, and repair computer equipment, peripherals, and related technologies across a multi-site networked environment.
• Respond promptly to Service Desk inquiries and accurately document completed work. Ensure that all service requests are resolved in accordance with Service Level Agreement (SLA) guidelines.
• Coordinate requests for repairs, maintenance, equipment relocations, and software updates.
• Develop and maintain procedural documentation and knowledge base articles for both customers and support staff.
• Maintain department records and databases, including the Service Desk ticketing system, asset management system, hardware/software configurations, installation procedures, spare parts inventory, and software license records.
• Keep technical storage areas and workspaces organized and tidy.
• Collaborate with team members to continuously improve service delivery and internal processes.
• Become a Subject Matter Expert (SME) in one or more technologies.
• Interact with vendors for support and submit purchase requisitions as needed.
• Assist with network installation and maintenance tasks as required.
• Assist with large scale technology-related projects and initiatives.
• Support the AV needs of live, online, and hybrid professional settings and events
• Work independently and prioritize tasks based on business needs.
• Demonstrate the ability to work effectively both independently and as part of a team.
• Maintain regular attendance and punctuality.
• Performs 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

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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.