• Job Description

  Req#: 169202

  Job Details

  Level: Experienced

  Job Location: Citrus Heights Office - Citrus Heights, CA

  Position Type: Full Time

  Education Level: 2 Year Degree

  Salary Range: $33.65 - $33.65 Hourly

  Job Shift: Day/AM

  Description

  Wayfinder Family Services ensures that children, youth, and adults facing challenges always have a place to turn.

  Wayfinder is committed to advancing IDEA (Inclusion, Diversity, Equity, and Accessibility).

  Wayfinder believes inclusion, diversity, equity, and accessibility are essential to our excellence and our mission's execution. We value differences in the pursuit of inquiry and knowledge, mutual understanding, respect, trust, transparency, and cooperation. We are committed to creating a diverse and welcoming workplace that reflects the diversity of the communities we serve and includes individuals with diverse backgrounds and experiences. Individuals of color, women, LGBTQIA+, veterans and differently-abled persons are encouraged to apply.

  In exchange for your talent, Wayfinder offers an excellent benefits package, which includes the following:

  • This role is eligible for Public Service Loan Forgiveness (PSLF)
  • Competitive salary - Sign-on bonus for eligible roles
  • Flexible schedules depending on the position (some offering hybrid)
  • Medical insurance with a $30 premium per paycheck coverage plan (employee-only)
  • Dental insurance 100% employer paid for HMO coverage plan (employee-only)
  • 401(k) retirement plan with an employer match up to 4%
  • 11 paid holidays per year and a generous paid time off policy
  • Five paid winter holidays (between Christmas Eve & New Year's Day)
  • Education Reimbursement Program
  • Robust training opportunities: Shared Core Practice Model, Trauma-Informed Care, Evidence-based Practices
  • Clinical Supervision for licensure

  Compensation:

  • In accordance with California law, the expected salary range for this position is posted with this position. The actual compensation will be determined based on experience and other factors permitted by law.

  Role Summary

  The Information Systems & Technology (IST) Support Analyst is responsible for handling the daily processes for helpdesk service operations. This includes end-user support, issue resolution, training/guidance for various technologies and systems, and IT equipment configuration and deployment. This position timely and accurately responds to support requests to ensures proper resolution or escalation within the department or to the agency’s MSP IT vendor. The training aspects include IT/IS orientation, assisting users with software navigation or functionality questions, and drafting user guides or reference materials, as assigned. The IST Support Analyst may be assigned other duties and project related tasks. This is a non-exempt position that reports to the Information Technology Manager.

  • Responsible for triaging and resolving various onsite and remote tier 1 & 2 IST support tickets.
  • Respond timely and accurately to user requests within IST designated SLA.
  • Handle WFS staff technical onboarding, including New Hire orientation training and equipment disbursement.
  • Maintain an up-to-date IST asset inventory.
  • Communicate efficiently and effectively with management, users, and internal/external resources for all assigned duties and tasks.
  • Collaborate and work with other IST department analysts.
  • As assigned, attend and actively participates in project meetings, committees, user groups, and other events.
  • Perform other departmental duties as assigned by the Information Technology Manager or at the request of the Senior Director of IST.
  • Travel between WFS local sites as needed.

  Qualifications

  
  

  • Associate degree preferred, or certification from an accredited program focused on technology support; OR at least 4 years of directly related work experience. An equivalent combination of education and experience may be considered.
  • Minimum 3 years of experience working with desktop support, including user support operations, user training material development, user training delivery, systems analysis, and issue troubleshooting and resolution techniques.
  • Experience supporting desktop computing environments, including Microsoft products, Windows, Office365, Active Directory, and various other productivity software.
  • Experience in a healthcare setting including support of clinical and billing operations for behavioral health is a plus.
  • Possess valid California driver’s license and maintain an insurable driving record under the agency’s liability policy and be able to travel between the agency site locations when necessary.

  Employee Wellness & Safety

  Wayfinder is committed to creating an environment where employees and clients are safe. To meet this goal, we ask that employees be fully vaccinated (including boosters, where applicable) against the COVID-19 virus as a condition of employment. All staff must demonstrate evidence of complete vaccination, including booster, on or before their employment start date. Wayfinder will consider requests for exemption based on religious beliefs or medical accommodations. Must be able to show proof of immunity to vaccine-preventable diseases transmitted by the respiratory route if working directly with Unaccompanied Children, including Varicella, MMR, TDap or Tdap, and Influenza. Wayfinder requires a thorough background screening process, including fingerprinting and a health screening.

  Trauma-Informed Care

  Wayfinder practices Trauma-Informed Care (TIC) principles which recognize the signs, symptoms, and widespread impact of trauma. Employees integrate the knowledge of Trauma-Informed Care into policies, procedures, and practices to prevent re-traumatization which promotes the healing of families, youth, individuals, and communities.

  Wayfinder is an Equal Opportunity Employer.

  *IND

• About the company

  Junior Blind of America is now Wayfinder Family Services! We ensure that children, youth and adults facing challenges always have a place to turn. Learn more about how we help!

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