Senior Systems Support Analyst
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:
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This role is eligible for Public Service Loan Forgiveness (PSLF)
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Competitive salary - Sign-on bonus for eligible roles
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Flexible schedules depending on the position (some offering hybrid)
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Education Reimbursement Program
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Robust training opportunities: Shared Core Practice Model, Trauma-Informed Care, Evidence-based Practices
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Clinical Supervision for licensure
Compensation:
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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.
The Sr. 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. The IST Sr. Support Analyst will be based in our Sacramento Citrus Heights office, but regular travel to our Northern California offices will be required via their own transportation. The IST Sr. Support Analyst may be assigned other duties and project related tasks as needed and identified by IST Management.
Essential Functions:
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Provide onsite IST support at our Northern California offices.
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Responsible for handling various tier 1 & 2 helpdesk support tickets, including requests that require hands-on intervention at our any of our other 11 Northern California locations.
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Provide remote support as needed and appropriate to all Wayfinder Staff.
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Responsible for handling tier 1 EMHR (Electronic Medical Health Record) data and systems support.
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Respond timely and accurately to user requests within IST designated SLA.
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Ensure proper documentation of support requests from initial in-take through completion.
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Prepare and process IT hardware and software equipment as needed.
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Conduct all Northern California staff onboarding, including New Hire orientation training and equipment disbursement.
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Maintain an up-to-date IST asset inventory.
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Provide guidance to users on functionality and support related business productivity software.
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Assist with the development of user reference guides, internal procedures, process improvement initiatives, and other materials, as assigned.
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Communicate efficiently and effectively with management, users, and internal/external resources for all assigned duties and tasks.
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Collaborate with other IST department analysts for support request resolution and when assigned on project tasks.
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Assist the IST department to ensure the agency’s information technology and systems adhere to HIPAA, LA County, Department of Mental Health (DMH), Council on Accreditation (COA), and other regulatory or contractual requirements.
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As assigned, attend, and actively participates in project meetings, committees, user groups, and other events.
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Perform other departmental duties as assigned by the Information Technology Manager or at the request of the Senior Director of IST to support the on-going agency needs.
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Travel between Northern California sites regularly by own transportation.
Qualifications:
- Minimum Associate’s degree, or certification from an accredited program focused on technology support; OR at least 5 years of related work experience. An equivalent combination of education and experience may be considered.
- Minimum 5 years of experience working with helpdesk services, 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, vehicle and maintain an insurable driving record under the agency’s liability policy and be able to travel between the agency site locations.
Desired Experience:
7 years or more experience in Desktop Support & Helpdesk administration
Advanced knowledge of Office 365, Azure and Active Directory
3 years or more years of EMHR data support experience
Networking and Firewall experience
Position will be based onsite at the Citrus Heights office, however travel between Northern California sites is expected regularly.
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) against the COVID-19 virus as a condition of employment. All staff must demonstrate evidence of the first vaccine dose on or before their employment start date. Wayfinder will consider requests for exemption based on religious beliefs or medical accommodations. Wayfinder requires a thorough background screening process that includes 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.