JOB This role is centered on delivering organizational and technical assistance across the full spectrum of Opportunity Home's network infrastructure. The incumbent is responsible for the setup, configuration, upkeep, and resolution of issues involving business systems, cloud environments, mobile hardware, structured endpoints, and Audio/Visual components. The position involves contributing to support team initiatives that introduce new technologies, specifically those impacting endpoint security,
business applications, cloud-based tools, mobile devices, equipment procurement, and system imaging. Utilizing the "Help Log" internal help desk ticketing platform, the Analyst aims to resolve and close all support requests within a 48-hour window, ensuring high-quality service for all mobile, network, and business system operations across the organization. EXAMPLE OF DUTIES
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 troubleshoots mobile devices, diverse endpoints such as Dell laptop computers, monitors, Apple Mac Computers, Surface Pros, the printer fleet and other digital equipment.
Assists with the monitoring of endpoint inventory using the Advantage MDM (Mobile Device Management) system to ensure system performance, verifying the availability and integrity of all desktops, laptops, mobile devices, and other remote devices; supports the management and maintenance of the MDM system.
Supports the primary user provisioning and de-provisioning team between HR and IT to assist in formulating onboarding and offboarding procedures for all users entering and exiting Opportunity Home; coordinates with hiring managers and supervisors to ensure correct endpoint and mobile devices are prepped and ready for first day at work productivity.
Provides audiovisual design and installation support as needed for Opportunity Home. Provides AudioVisual support on a rotating basis for the Board of Commissioners and the off-site Board Committee meetings, plus all other organizational internal and external meetings.
Ensures the daily production (‘Help Log’) issues related to all endpoint and mobile device support are prioritized and closed within the 48-hour timeframe to deliver the Innovative Technology Quality of Service (QS).
Assists in the imaging, design, installation, configuration, and repair of MAC and PC laptops, supports the Cyber Security Cortex XDR System, and helps maintain LAN/WAN hardware.
Plans, tests, and administers Windows user profiles in an Active Directory environment; develops appropriate documentation related to systems administration, maintenance, and security.
Using Google Workspace to support staff in the effective use of all Google Workspace applications, such as Sheets, Slides, Docs, Keep, Task Manager, and Calendar.
Assist the network team to provide support to our SD-WAN, LAN, and WiFi infrastructure by providing Meraki management, connectivity support, and troubleshooting SD-WAN issues for all Opportunity Home San Antonio properties.
Tests and implements new endpoint devices, cloud applications, and mobile technologies with minimal interruption to users’ activities.
Support the CSA (Cyber Security Administrator) with Auditing server logs, firewall logs, Cortex XDR Endpoint Protection, Graphus Anti-Phishing logs, and user-submitted phishing reports to identify potential risks; analyze 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 for endpoints and servers; works with the Applications Team and CSA to purchase, maintain, and allocate software and hardware to keep all endpoints up to date.
Supports the network team by providing network and desktop support for Opportunity Home’s residential wireless network and digital signage, including some router and PC maintenance.
Supports the printer fleet to ensure 100% availability.
Keeps abreast of emerging technologies and evolving user needs; assists the CSA, Applications, and Network Team 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 the assigned Career Growth plan using available training platforms, including the organization’s LMS system, CBT Nuggets, and other relevant platforms.
Keeps Security “Top of Mind” and maintains data security and information confidentiality in accordance with legal requirements.
Assist the Cloud and Cyber Security administrator with implementing server and desktop security policies in accordance with our security policies to defend the organization’s infrastructure by ensuring all patches, updates, and upgrades are applied in a timely manner to provide optimal protection for our hybrid computer operations.
Complete all duties as assigned and outlined in the Innovative Technology IT Manual. The IT Manual defines all department guidelines, procedures, and processes.
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.
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, including training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.
Employees are expected to use Generative AI solutions ethically and responsibly.
Other duties as assigned.
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 the 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, and 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 for 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.
