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Lead Tech Support Analyst

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Published 21 days ago

The Center for Court Innovation is a non-profit organization that works to create a more effective and humane justice system by performing original research and helping launch reforms by guiding justice innovators, nationally and internationally. The Center creates operating projects that have been documented to reduce the use of jail and prison, assist victims of crime, and strengthen communities.

The Center's Technology Support & Strategy Department supports technology needs across our rapidly growing organization of over 600 staff working on geographically and technologically diverse projects. While much of our infrastructure is hosted and maintained in partnership with New York State's Office of Court Administration, we support our staff in its software and hardware needs and own and manage Google Suite and other systems, all while being thought leaders and innovators in using technology in criminal justice reform.

The Technology Support & Strategy Department is seeking a Lead Tech Support Analyst to drive our Tech Support team's optimization. Reporting to the Director of Technology, the ideal Lead Tech Support Analyst will be organized, passionate, and hands-on while overseeing the technical support team's daily operations, participating as an active member of the team, leading by example, handling escalations, and assisting with ad hoc projects.

Responsibilities include but are not limited to:

  • Oversee the day-to-day operations of the Technical Support team, manage the incident queue, and review and respond to all software and hardware issues as reported;
  • Collaborate with other technical team members to provide exceptional service to the user community;
  • Act as a mentor and provide oversight, coaching, and training to the tech support staff;
  • Implement preventive measures to reduce potential issues and provide a feedback loop to users on incident status;
  • Review all tech support-related processes and documentation for continuous improvement;
  • Define SLAs, monitor team performance, and report on metrics;
  • Serve as a technical lead on projects involving our support team;
  • Collaborate with the Office of Court Administration team to ensure a secure and compliant technical environment;
  • Additional relevant tasks, as needed.

Qualifications:

  • Bachelor's degree in Computer Science (or the equivalent) is required;
  • 5+ year hands-on experience supporting Microsoft Windows server, Windows 10, Active Directory, Group Policy, SCCM, and Microsoft Office 365 applications;
  • The ideal candidate will have a solid technical background, strong analytical skills, and proven experience in managing a service-focused team culture;
  • Working knowledge of managing Google Workspace and other SaaS applications such as Jira and Slack;
  • Solid understanding of network/system infrastructure support, including routers, switches, firewalls, printers, and cabling;
  • Technically savvy with solid project management skills;
  • Experience troubleshooting issues and achieving solutions;
  • Excellent communicator, both oral and written, with the ability to explain to a non-technical person in a way they will understand;
  • The ability to empathize with the users and less-seasoned techs and work with them to come up with solutions.


The Center for Court Innovation is a non-profit organization that works to create a more effective and humane justice system by performing original research and helping launch reforms by guiding justice innovators, nationally and…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Education
    4-Year Degree Required

Salary

Salary range starts at $78,000 and is commensurate with experience.

Benefits

Excellent benefits package including comprehensive health, dental and life insurance, four weeks paid vacation, paid sick time, TransitChek, Flexible Spending Account plans for health and dependent care, a 403(b) retirement plan and a 401(k) retirement plan with a generous employer match.

Excellent benefits package including comprehensive health, dental and life insurance, four weeks paid vacation, paid sick time, TransitChek, Flexible Spending Account plans for…

Location

Temporarily Remote
Work must be performed in or near New York, NY
Associated Location
520 8th Ave, New York, NY 10018, USA

How to Apply

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