Technology Support Analyst II, Technology Services

Position Title:

Technology 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

Compensation includes comprehensive, low‑cost healthcare coverage for employees, generous employer 401(k) contributions, and employer‑covered life insurance.

Time away benefits include paid vacation and sick leave, 15 paid holidays (Federal and Jewish, plus floating holidays), and 2 Wellness Days to support mental wellness.

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.

• 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 technical 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.

• Minimum of five (5) years of experience providing hardware, peripheral, connectivity, and application support in a networked Microsoft Windows environment OR an 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.

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

• Physical activities may include prolonged…