BTS Support Analyst

Overview: 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.

We provide a full continuum of highly effective services — for people of all ages and every level of abilities — based on best practices and scientifically proven techniques. Our services include special education, vocational training, supported employment, structured day programs, group home and apartment programs both on-campus and in the community, short-term behavioral stabilization services for children, and in-home and outpatient rehabilitation services.

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.
Bancroft is currently seeking a BTS Support Analyst to join our Corporate team!

Responsibilities: 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.

Qualifications:

Education & Experience:

• Minimum of a High School diploma or equivalent required.
• Must possess a minimum of one year experience working with Microsoft Windows 10 Enterprise and a familiarity with a variety of mobile devices (iPads/tablets, Chromebooks, cell phones, etc).
• Excellent customer service skills; exceptional follow through, and the ability to work with professionals from all departments as necessary. Experience with VoIP phone installation and administration; knowledge of creating/modifying Microsoft Windows images; currently holds or is actively persuing at least one certification such as CompTIA A+, Windows 10, Security + or Net +; and a working knowledge of Google Apps for Business preferred.
• Minimum of one year of relevant work experience in information systems providing support in a network environment
  desired.

Special Skills:
Fundamental knowledge of basic systems analysis, computer networking and routers.

• Ability to interpret, analyze, and modify computer/systems methods and procedures, load and configure software and resolve software conflicts, research problems using a variety of sources, install and troubleshoot peripheral equipment, and diagnose and repair computer hardware required

EEO Statement: 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.