IT Support Analyst

Bancroft is currently seeking a IT Support Analyst to join our Corporate team! This is a hybrid position - 3 days in office, two days remote after a 90-day probationary period.

Are you looking for a new professional challenge? Do you want to build a fulfilling career with real purpose? Join Bancroft, one of the region’s largest nonprofit human services organizations. Here, you’ll be supported by coworkers who are committed to one another, and who strive toward one mission and purpose.

Bancroft is a leading service-provider for children and adults with autism, other intellectual or developmental disabilities or those in need of neurological rehabilitation.As a nonprofit organization, we are solely committed to supporting people with special needs and their families, to help make it One World. For Everyone.

Position Summary:Provides overall support, problem analysis, problem resolution, consultation, and training to systems users throughout the organization by leveraging critical thinking and problem-solving skills.

• →Performs a high level of problem solving and analysis for various software/OS applications (Such as current Windows, Microsoft Office, Google Apps, Kronos UKG, Dell Security Suite, Harris CCP,Salesforce, CoCentrix), ServiceDesk, Global Search/Forms, Onelogin, Better Cloud, Kno2 faxing, Ring Central, and hardware systems (desktops, laptops, printers, iPads/tablets, cell phones, in home network equipment, VoIP phones, etc.) in response to specific requests.
• →Performs routine hardware and software maintenance and assists in proper upkeep and utilization of systems. Installs and maintains computer network communication devices, cables, computer hardware and their associated components to ensure maximum operating efficiency.
• →Assists in systems planning, analysis, and recommending enhanced business solutions.
• →Assists in design, analysis, evaluation, testing, and implementation of solutions.
• →Thoroughly and accurately documents incoming requests received via phone call, voicemail, assigned through ticketing system, or while providing daily field support to user groups, to include requestor’s name, explanation of problem, response time, resolution, work completed, etc.
• →Enters, maintains, and follows up on support requests and/or work orders based on priority and severity of request. Maintains request log and, upon problem resolution, updates user request in the departmental tracking system.

• Currently holds or is actively pursuing at least one relevant industry certification, such as CompTIA A+, Network+, Security+, or a Microsoft Windows certification.

• Familiarity with basic computer networking, routers, and systems analysis.

• High school diploma or equivalent required.

• Minimum of one year of experience in a corporate IT environment, providing technical support in a networked environment.

• Experience troubleshooting Windows 11 operating systems and supporting a variety of mobile devices, including iPads, tablets, Chromebooks, and cell phones.

• Strong customer service and communication skills, with excellent follow-through and the ability to work effectively with employees and professionals across all departments.

• Ability to troubleshoot hardware and software issues, install and configure software, resolve software conflicts, and install and support peripheral equipment.

• Ability to analyze and troubleshoot technical problems using available resources and research tools.

• Ability to interpret, analyze, and modify computer systems, methods, and procedures.

• Knowledge of computer hardware, software installation, configuration, and troubleshooting.

• Ability to diagnose and resolve hardware, software, connectivity, and peripheral equipment issues.

• Strong problem-solving skills and the ability to prioritize and manage multiple support requests while maintaining a customer-focused approach.

IT Support Analyst, Desktop Support, IT Help Desk, Help Desk Analyst, IT Helpdesk, Technical Support, Support Technician, Desktop Support Technician, Level 1 Support, Service Desk

Bancroft is an Equal Opportunity Employer, and supports diversity, equity and inclusion in its hiring and employment practices, so that every team member can feel a true sense of belonging, and maximize their unique potential.  To this end, all applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, veteran status or any other characteristic protected by law.