IT Analyst

Provide IT Administrative and Analysis services to SFSP 988 and Crisis Hotline services and backup for Felton General IT Admin. Successful resolution of IT requests, needs and complaints in a timely manner.  Data analysis and retrieval, supporting complex call center communications and data system input, retrieval and upkeep.  Backup and and collaboration with all other members of the Felton IT team. The IT Admin II also strives to continually improve the Technology infrastructure and services of the agency. 

Accountabilities: (3-5)

• Service Delivery
• Teamwork
• Compliance & QA

Responsibilities:

Service Delivery

• Assist SFSP/Felton staff, volunteers and contractors either in person or via phone to solve immediate IT issues.
• Resolve assigned IT tickets in a timely manner, while accurately documenting progress as well as resolutions..
• Provide IT support for integrated Ring Central/Sales Force Call Center system maintaining a stable call center environment for SFSP-Felton programs. Troubleshoot issues related to call quality, connection, database integration.
• Design and provide Analysis for special projects and data representation.
• Active involvement in creating a Technology of “how-to” knowledgebase for all staff and volunteers.
• Onboarding, education, training and troubleshooting for staff and volunteers to SFSP Call Center systems.
• Install IT equipment such as desktops, laptops, and desk phones for staff and volunteers, that have been provisioned by the Desktop Administrator.
• Setup and troubleshoot network devices, including and not limited to - Wireless APs, routers, switches, firewalls, network/non-network printers at various locations of the agency
• Create, maintain, update and delete Okta, Litmas, Ring Central and Salesforce accounts while also resolving issues related to login and ‘App’ access.
• Backup duties may include, Setup, troubleshoot and upgrade Avatar software (access based on VMWare) for Avatar users in the Agency. Setup, troubleshoot and upgrade Felton desktop applications, including, and not limited to- Microsoft Office, Box Drive, Anti-Virus and Adobe PDF.
• Troubleshoot network issues related to wired or wireless connectivity while engaging other members in the IT team if and when needed.
• Take pride in and ownership of the Felton IT team, striving to provide excellent IT support to staff with courtesy, patience and a friendly demeanor.
• Maintain system confidentiality within HIPPA guidelines.
• Possible evening and weekends hours depending on need.

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Teamwork

• Welcome, help train, mentor and support staff and volunteers at the Call Center and related programs as needed.
• Participate in continuing education presentations as needed.
• Contribute to a positive work environment and culture by showing respect to co-workers and engaging in positive team dynamics by concentrating on work duties engage in pro agency work culture.
• Possibility of evening and/or weekend hours occasionally.

Compl Compliance & QA

• Record client contacts database and communicate concerns to Supervisor
• Enters participant information by inputting alphabetic and numeric data on system.
• Maintains data entry requirements by following data program techniques and procedures.
• Keep files and data secured to protect participant confidentiality.
• Ensures compliance with legal/ethical and confidentiality standards.
• Performs other duties as assigned by the IT Associate Director, Director of Programs and Hotline Manager.

SUCCESS COMPETENCIES FOR POSITION: (competencies required to effectively perform the job)

• Interpersonal Communication - Establishes rapport quickly and delivers multi-mode communications that convey a clear understanding of the needs of different audiences: co-workers, managers, clients, clients’ families, care providers, etc. Accepts responsibility for miscommunications or misunderstandings. Avoids escalated arguments at work and seeks a positive resolution. Listens actively and effectively: seeks first to understand.
• Client Focus - Delivers client-centric solutions. Assesses and continually improves the services delivered to clients. Gains insight into clients needs.  Identifies and implements evidence-based practices: MI, CBT, Trauma-informed. Safeguards privacy and confidentiality.
• Problem Solving - Uses a logical approach to address problems or manage the situation at hand by drawing on one’s knowledge and experience base, and calling on other references and resources as necessary. Acknowledges when one doesn’t know something and takes steps to find out. Considers multiple sides of an issue. Weighs consequences before making final decision. Is open to new ideas and processes. Adjusts approach to achieve results.

FUNCTIONAL/TECHNICAL SKILLS & KNOWLEDGE:

(knowledge and skills required to effectively perform the job)

• Experience with crisis interventions, suicide callers and call center work
• Demonstrate ability to engage and support clients with challenging situations and suicide ideation
• Able to manage emotions and reactions to different situations. Stays calm and clear under pressure.
• Ability to work effectively both individually and as part of a diverse team.
• Experience with evidence-based practices and de-escalating clients
• Able to exercise good judgment and maintain healthy boundaries with clients and staff.
• Able to stay awake and alert during shift
• Strong computer skills: MS office, data entry, write clear and accurate narrative reports.
• Experience with electronic health records

QUALIFICATIONS:  (education and work experience)

• Must successfully complete SFSP Crisis Line Volunteer training program or equivalent prior experience.
• BA in Computer Science, interested in psychology or related areas, similar education and/or training in suicide prevention / mental health preferred.
• Must have demonstrated successful performance and experience in systems maintenance and general IT administration.
• Ability to communicate well, both verbally and in writing.
• Ability to work independently and with others.
• Attention to detail.
• Experience working in non-profit mission driven agencies preferred.

Felton Institute will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the  San Francisco Fair Chance Ordinance.

Salary : $0