We, at the Center for Inherited Blood Disorders (CIBD), are a mission-driven organization improving the quality of life for people with blood disorders and their families. When choosing CIBD, you can be part of a growing organization dedicated to improving public health and committed to your professional development.
Job Summary
The IT Support Analyst II provides first-level technical support to end users, troubleshooting hardware, software, printers, and network issues. This role requires a solid foundation of technical skills, and the capacity to resolve escalated incidents independently, while delivering excellent customer service. The ideal candidate will have 3–4 years of progressive IT support experience and demonstrate proficiency in both desktop and server environments.
Department: Administration Shift: Day Schedule: Monday - Friday (typically 8:30am - 5:00pm) Location: On-site
Essential Job Duties
Incident Troubleshooting & Resolution (Desktop/Laptop): Diagnose and resolve hardware (PCs, laptops, printers, peripherals) and software issues (Windows OS, Office 365, browsers); escalate complex issues to third-level engineers or vendor support when necessary while ensuring timely follow-up with end users; maintain and update knowledge-base articles, run periodic reviews of ticket trends, and recommend process improvements.
Network & Connectivity Support: Troubleshoot LAN/WAN connectivity issues, VPN access, and wireless network diagnostics and coordinate with network engineers to implement configuration changes on switches, routers, and firewalls when required.
Server and Infrastructure Support: Assist with the administration of Windows Server environments (Manage user accounts, group policies, and permissions within Active Directory); monitor server health and performance; escalate or remediate server-related alerts in a timely manner; assist with routine tasks such as patch management, server backups, and monitoring of Windows Server 2016/2019/2022 environments.
User Support & Onboarding/Offboarding: Deploy and update desktop software for new users; create, modify, and disable user accounts in Active Directory, O365, MailProtector, and other directory-integrated applications; manage permissions, group membership, and security policies in accordance with company standards.
Customer Service & Documentation: Provide clear, user-friendly communication to non-technical staff; follow up to ensure issue resolution and maintain accurate documentation of support procedures, configuration changes, and incident reports.
Required Education/Experience
Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
Minimum 2+ years of progressive experience in IT Support roles (ITIL principles).
Minimum 2+ years of Networking Fundamentals (TCP/IP, DNS, DHCP, VPN)
Minimum 2+ years of Windows desktop support (OS 10/11)
Minimum 2+ years of Office 365 administration and support (Teams, OneDrive Office suite)
Minimum 2+ years of Windows Server administration and support (2016-2022)
Preferred Qualifications
Certification in ITIL Foundation, CompTIA A+
Intermediate in Printer & Peripheral Troubleshooting
Novice in Best Cybersecurity Practices (antivirus, MFA, secure configuration)
Benefits
100% employee coverage of medical and vision, and 99% employee coverage of dental
50% dependent coverage of medical and vision
FSA Health
Life insurance
Paid Time Off
10 observed paid holidays
403b retirement plan with 4% match
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
About the Organization
The Center for Comprehensive Care & Diagnosis of Inherited Blood Disorders (CIBD), a 501(c)3 non-profit organization, is committed to providing comprehensive care for patients and their families with rare, chronic inherited blood disorders. CIBD is a part of a nationwide network of over 140 Hemophilia Treatment Centers that use multidisciplinary teams of blood disorder specialists to provide expert comprehensive diagnosis, medical care, outreach, education, outcomes monitoring, surveillance, and prevention services to people with hemophilia, Sickle-Cell Anemia, Thalassemia, Von Willebrand Disease, and other related hematology conditions. CIBD is the regional grantee for the Western States Region/Region IX providing regional leadership, fiscal and administrative oversight, grants management, capacity building, clinical education, technical assistance, evaluation, and outreach to public and private health agencies at the local, state, and federal levels.
The Center for Inherited Blood Disorders is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the company's non-discrimination policy.
We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
www.cibd-ca.org