What are the responsibilities and job description for the System Support Analyst, IST position at Wayfinder Family Services?
Job Details
Description
Join Us at Wayfinder Family Services: A Place Where Every Challenge Meets Opportunity
At Wayfinder Family Services, we believe every child, youth, and adult facing challenges deserves support—and we’re committed to being their unwavering guide. If you want to make an impact, build lasting relationships, and create positive change in the communities we serve, Wayfinder might be the place for you!
Your Opportunity to Lead Change
As a part of the Wayfinder team, you won’t just have a job—you’ll have a purpose. You’ll be part of a team of passionate professionals who are committed to providing life-changing services to individuals facing obstacles. Whether you're working with children, youth, or adults, every day presents a new opportunity to make a difference in someone’s life.
Why Choose Wayfinder Family Services?
We offer more than just competitive salaries; we offer a community where your work will matter and where your growth is supported. Here’s how we empower our team:
💼 Work-Life Flexibility
- Hybrid schedules available for many roles
- Flexible hours to support your work-life balance
💰 Competitive Compensation & Benefits
- Sign-on bonuses for eligible positions
- Public Service Loan Forgiveness (PSLF) eligible
- Generous 401(k) matching (100% of deferrals up to 3% of compensation; 50% of deferrals on 3% to 5%)
- Medical & Dental Insurance with employee-only family coverage plans
- Paid Time Off: 11 paid holidays, five winter holidays, and a generous PTO policy
- Education Reimbursement: Invest in your career development
- Employee Referral Program: Encourage your colleagues to join us
- Robust training programs in trauma-informed care, evidence-based practices, and clinical supervision for licensure
🌱 Growth & Learning
- Access to professional development opportunities, including Shared Core Practice Model and Trauma-Informed Care training.
- Be a part of our commitment to best practices in social services.
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 primary purpose of this position 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 ensure proper resolution or escalation within the department or any contracted IST 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.
What We’re Looking For:
We’re seeking passionate individuals who embody the values of compassion, integrity, and teamwork. Here’s what you’ll need to succeed:
- 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
Education/Certifications:
- An associate’s degree, or certification from an accredited program focused on technology support; OR at least 4 years of directly related work experience
Experience:
- An equivalent combination of education and experience may be considered for the role.
- Minimum of three 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. Valid CA Driver License with a minimum of two (2) years good driving history and must be approved by the agency’s insurance carrier to drive agency vehicles.
At Wayfinder, we believe in our diverse team's strength and collective ability to create meaningful change. Wayfinder Family Services is ready for you if you're ready to contribute to an organization that values your skills, respects your individuality, and fosters your personal and professional growth!
Wayfinder Family Services is an Equal Opportunity Employer. We support a drug-free workplace and conduct pre-employment background and drug screenings.
Salary : $70,000 - $74,000
