Technology Support Analyst
Job Type
Full-time
Description

Position: Regular, Full Time, Exempt 

 

Department: Information & Technology Services       

 

Reports to: Director, IT Infrastructure 

 

Supervises: N/A 

 

Date Revised: March 2022


Summary: The Technology Support Analyst is responsible for providing end-user desktop support services and helpdesk management initiatives for the Cleveland Foundation technology infrastructure. 


Responsibilities and Expected Outcomes: 

  • Answering / Monitoring support calls, email support requests and logging customer incidents 
  • Provide desktop / end user technical support when needed, for Cleveland Foundation staff members 
  • Monitor existing support tickets and escalation of tickets in various queues 
  • Keep Director of IT Infrastructure apprised of critical issues, and customer incidents 
  • Communicate / Email out tech alerts to Cleveland Foundation staff, as necessary 
  • Provide end user training on various topics 
  • Partner with 3rd Party vendor on various server / system tech support matters 
  • Documentation of client hardware inventory into helpdesk management system database 
  • Partner with Director of IT Infrastructure on the documentation of IT support policies, procedures, and service level agreements 
  • Assist with the administration and maintenance of end user accounts, permissions, and access rights 
  • Establish, implement, and drive adoption of IT policies, standards and procedures where applicable 
  • Participate in on-call activities as assigned, providing leadership during major outages, disruption of services, disaster recovery and business continuity incidents 
  • Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; and establishing professional networks
  • Additional operational activities as assigned 
Requirements

Essential Qualifications, Credentials and Technical Skills required: 

• 2 year or 4 year degree in a technology or engineering related field and/or 3 – 5 years of help desk / technology support related experience 

• Prior customer service experience and computer lab support experience 

• A+ Certification a plus 

• Entry level security certification (i.e., Security +)

• Prior small business technology, server / networking support experience a plus 

• Some tech training experience preferred 

• Strong critical thinking and troubleshooting skills 

• Working knowledge of Microsoft Windows 

• Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) 

• Must have strong work ethic, organization skills, professionalism, and the desire to learn 

• Self starter; Excellent Time Management & Multi-tasking skills 

• Ability to work independently yet know when to raise issues / asks questions to senior tam members •  Excellent customer service skills 

• Excellent verbal and written communication skills 

• Ability to communicate technical issues to non-technical users 

• Ability to operate in a fast-paced environment 

• Excellent problem-solving skills 


OUR COMMITMENT TO DIVERSITY, EQUITY AND INCLUSION:

The Cleveland Foundation exists to enhance the quality of life for all citizens of Greater Cleveland. The ability to carry out our mission and to foster our commitment to diversity, equity and inclusion can best be pursued if our workforce, grantees, donors, partners and governing body are inclusive of individuals of diverse backgrounds, beliefs and perspectives. 

We believe that diversity encompasses, but is not limited to, age, color, education, ethnicity, family or marital status, gender, gender identity or expression, language, national origin, physical and mental abilities or characteristics, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and/or other characteristics that make an individual unique.  The Cleveland Foundation is committed to equal employment opportunities for all. 


PAY AND BENEFITS: 

Based on the foundation's compensation program, estimated annual salary for this position may be anywhere between $50,000 and $65,000, based on the academic, professional and community experiences and credentials of a candidate.  The foundation offers an exceptional benefits package including medical, dental, vision, identity theft, and life and disability coverage, a comprehensive wellness program, an employee assistance program, a fully vested 403(b) retirement plan, ten paid holidays and, for exempt positions, 15 days of vacation and 12 sick days, prorated the first year of service based on date of hire. 


TO APPLY:

If you are interested in applying for this position, please submit your resume and cover letter by July 10, 2022. We regret that we cannot respond personally to each applicant.

  

Note: The Cleveland Foundation staff is currently working at least two to three days per week in the office as of April 4, 2022. The Cleveland Foundation requires all employees to be fully vaccinated against COVID-19 and provide valid proof of vaccination unless a documented medical or religious exemption is approved. All information provided will be kept strictly confidential.