Analyst I, Technical Infrastructure Services

Technology Infrastructure Specialist

IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the "status-quo" and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life. With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission.

This role is critical in maintaining and improving our organization's technology infrastructure, with a strong focus on user support, process efficiency, and systems reliability. As the go-to person for technical support, you'll manage new hire onboarding, account provisioning, equipment and inventory, and respond to user-submitted support tickets. You'll play a key role in ensuring our systems are not only functioning smoothly but are continually evaluated for improvement.

Key Responsibilities:

• End-User Support: Troubleshoot hardware, software, and network issues for staff across desktop, laptop, and mobile devices.
• Device Setup & Maintenance: Configure, maintain, and track inventory of IT equipment for staff.
• User Account Management: Handle account creation for new hires, secure onboarding processes, and manage access permissions.
• Ticket Management: Monitor, prioritize, and resolve support tickets while helping improve the overall ticketing workflow.
• Network and Systems Support: Assist with Wi-Fi troubleshooting, system updates, and backup monitoring.
• Active Directory & Mobile Device Management: Administer AD accounts, permissions, and manage mobile device configurations.
• Documentation: Maintain accurate records of user issues and resolutions; develop FAQs or documentation for future reference.
• Collaboration & Communication: Partner with department leads to assess IT needs and ensure alignment with data protection and security policies.
• Continuous Improvement: Identify opportunities to enhance technical support processes and recommend solutions to leadership.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in Level 1 or Level 2 technical support, ideally in a non-profit or mission-driven environment.
• Strong diagnostic skills in hardware, software, and network troubleshooting.
• Experience with Active Directory, Office 365 administration, and mobile device management.
• Ability to set up, configure, and manage enterprise desktops, laptops, and mobile devices.
• Working knowledge of Wi-Fi and connectivity troubleshooting.
• Excellent communication and interpersonal skills, with a strong sense of empathy and adaptability.
• Strong organizational skills with the ability to prioritize and manage multiple tasks effectively.
• Demonstrated ability to document technical issues and maintain accurate support records.
• Familiarity with IT onboarding/offboarding processes and best practices.
• Commitment to data protection, security compliance, and IT best practices.

COMPENSATION: $66,560 - 77,500/Annual

This amount is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors.

Institute on Aging is an Equal Opportunity Employer. Institute on Aging is committed to cultivating a diverse and inclusive work environment and providing equal opportunities to all employees and job applicants without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, genetic disposition, neuro-diversity, disability, veteran status or any other protected category under federal, state and local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.