IT Support Analyst II

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

Preferred Qualifications

Benefits

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.