Support Analyst

A nonprofit with a mission to inspire and educate people to join with them in the active support and conservation of wildlife and wild places, is seeking to hire a Full-time Support Analyst to be responsible for providing hardware, application and network support for PC’s, IP telephones, peripheral devices, Point-of-Sale equipment, wireless handheld devices, radios and other user devices and troubleshooting for the zoo staff. Ensures internal and external customer service needs are met within the scope of the department’s overall goals and objectives.


  • Responsible for providing support to daily users through the Helpdesk Ticketing System (Google Forms) as assigned ; Ensure daily follow up and ticket closure confirmation by customer; Ensure accountability of requests and resolutions to meet customer needs; Monitor and report any patterns of issues or unresolved issues to System Analyst
  • Responsible for managing and maintaining servers, storage, and network infrastructure
  • Responsible for system and data backups including the periodic testing and review of backup requirements
  • Responsible for maintaining Active Directory System, including new account creation, password resets, moves, account changes, and account deletions/disablements per policy
  • Provide support to customers of specialized business cloud applications (Altru, F-NXT,G-Suit.) including creation and maintenance of user accounts within these applications
  • Assist with monitoring and troubleshooting the network monitoring software (PRTG) for down network devices and servers
  • Install, configure, maintain, and troubleshoot a wide range of hardware and software used throughout the campus
  • Assist with the management of Antivirus solution; to include deployment of client software, maintaining updates, monitoring compliance and responding to virus incidents
  • Perform hardware and software updates and upgrades of customers systems as required; to include build of new workstations
  • Responsible for directory updates to the shared copier/printer fleet
  • Responsible for software problem calls on site or over the phone for users and investigating appropriate areas of potential problem(s)
  • Work on special projects to improve operating efficiency of technical/applications support
  • Maintain confidentiality and security of employee information, correspondence, reports, and files
  • Act as backup support for the Security department to maintain gate access codes/panels
  • Provide network and Wi-Fi support throughout the campus
  • Install and maintain various camera and NVR systems throughout campus
  • Install and maintain VOIP system (Comcast)
  • Maintain asset inventory to include hardware, software and network configuration, license and maintenance information
  • Perform other duties as assigned
  • Adhere to all policies and procedures
  • Communicate and provide coordination with business partners
  • Communicate and enforce all zoo technology policies with all users and contractors
  • Assist with maintaining contact with vendors to ensure seamless service to all end users
  • Ensure service delivery to users, ensuring they are provided professional, courteous and timely support and service
  • Stay well informed with current industry trends and applicable regulations to ensure effectiveness and compliance within the technology division
  • Attend meetings and represent the company on various committees
  • Management of Resources (financial, human resources, facilities)
  • Maintain data files and monitor system configuration to ensure data integrity
  • Assist with analyzing and managing new and/or existing vendor relationships


  • Microsoft Certification required
  • A+ Certification can be considered in lieu of Microsoft Certification
  • Bachelor’s degree in related field preferred
  • Minimum of five years of related technical support experience
  • Minimum of five years of experience working with Microsoft Active Directory System
  • Minimum of five years of experience working with Desktop Support
  • Strong knowledge of computer terminology and parts of a computer
  • Knowledge of VMWare
  • Knowledge of Unifi and Cisco network environments
  • Experience identifying compliance issues and implementing remediation plans to comply with external security standards and industry best practices including PCI is helpful
  • Valid driver’s license
  • Friendly and outgoing
  • Possess a positive and patient attitude
  • Must be able to remain active for an eight hour shift
  • Must be able to work weekends for support
  • Must be able to travel large areas as needed
  • Must be able to work in an outdoor weather environment in all seasons and weather, including heat/humidity, cold temperatures, and/or wet conditions
  • Must be willing to travel offsite and overnight for required training
  • Ability to work an on-call flexible schedule to include weekends, holidays, and special events
  • Must be able to exert up to 50 pounds of force to lift, push, pull, carry, or otherwise move objects
  • Must be able to operate a variety of equipment including computer, telephone, calculator, two-radio, copier, scanner, fax, golf cart, etc.

Pay:  DOE

Benefits: Benefit package included.

Schedule:  Full-time; Must be able to work a flexible schedule to include weekends, holidays, and special events. 

Zip code: 21217

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