Eden Housing

  • BT Systems Support Analyst

    Job Code
    # of Openings
    Business Technology
    Eden Housing Properties
    Central Office - Hayward
  • Summary

    The Systems Support Analyst’s role is to provide a single point of contact for end-users to receive support and maintenance within Eden Housing’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware, software, and related equipment to ensure optimal workstation performance. This individual will also respond to end-user support requests (in person, by phone, or via email) in a timely and accurate fashion–all while delivering a first class support experience.

    Essential Duties & Responsibilities


    Computer Support:

    • Provide technical support to end users on a variety of computer, printer and telecommunication issues in a professional and timely manner.
    • Configure and install new PC’s, laptops, and printers to company standards.
    • Track and monitor support requests to ensure timely resolution.
    • Develop, document, and implement procedures for improving user support and systems administration.
    • Assist Business Technology staff, outside consultants, and/or contractors on special projects as required.
    • Provide training, documentation, and orientation to Eden staff on basic use of office computers, printers, scanners, and telecommunication equipment.
    • Troubleshoot LAN and network connectivity issues using protocols such as TCP/IP, DHCP and DNS, etc.
    • Administration of AD user accounts including rights management, security, and systems groups.
    • Document issue resolution using the Business Technology ticketing system (GoToAssist).
    • Maintain open and clear communication with end-users and fellow members of the Business Technology staff.
    • In partnership with Business Technology staff and other stakeholders, research and identify system and software upgrades. Install new software releases, system upgrades, and patches. Train end-users where appropriate on new functionality or use of software packages.
    • When necessary, escalate support issues to senior Business Technology staff to determine appropriate course of action.

    Telecommunications Support:

    • Configure new phone extensions, user accounts, voice mail, move lines, reset passwords. Provide basic training, documentation, and orientation to end users.



    • Associate degree (A. A.) degree in computer science or related technical field, or equivalent experience required.
    • Minimum 2 years of hands-on experience as a helpdesk or desktop support technician. Certification in the most current versions of Windows, Exchange, SharePoint, or VMware considered a plus.
    • CompTIA A+, MCSA, or MCITP considered a plus.


    • Solid understanding of Microsoft Office 2010 and 2013.
    • Strong knowledge and experience with Windows 7 in a networked environment.
    • Demonstrated experience setting up and troubleshooting printers, PC’s, and other computer hardware.
    • Working knowledge of Microsoft Server 2003, 2008, 2012, and Exchange 2007 or above.
    • Working knowledge of network topology and protocols (TCP/IP, DHCP, and DNS).
    • Basic understanding of PBX and telecommunications.
    • Acceptance and application of the confidential nature of the position.
    • Professional, customer-service oriented attitude and demeanor.
    • Ability to work productively, autonomously and under limited supervision. Capacity to work well independently and as a collaborative team member.
    • Demonstrated success managing and executing multiple priorities and projects.
    • Ability to work well under pressure and successfully meet deadlines.
    • Strong interpersonal and communication skills (written and oral).
    • Effective and creative problem-solver with strong initiative and excellent follow-through.
    • Familiarity with standard office equipment and machines (fax machines, copy machines, postage machines, etc.).
    • Strong commitment to the companies’ mission and goals.


    Must have reliable automobile transportation, a valid California Driver’s License, and automobile insurance. Must be able and willing to travel to all properties within Eden Housing’s portfolio.



    Ability to read and interpret documentation such as safety rules, operating and maintenance instructions, and procedure manuals.  Excellent written, interpersonal, and group communication skills.  Ability to effectively present complex information in one-on-one and small group situations to both technical and non-technical persons. Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.   Capacity to deal with issues involving several concrete variables in standardized situations.  Ability to research problems and determine resolution.



    While performing the duties of this job, the individual is regularly required to sit; use hands to finger, handle, or feel, reach with hands and arms, and talk or hear.  The individual is frequently required to stand, walk, stoop, kneel, crouch, or crawl.  The individual is occasionally required to climb or balance.  The individual must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 75 pounds.  Specific vision abilities required by this job include ability to adjust focus. The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. 



    While performing the duties of this job, the individual is occasionally exposed to risk of electrical shock.  The individual is occasionally exposed to cold conditions, precarious places, and outside weather conditions.  The noise level in the work environment is usually moderate. The characteristics of the work environment described here are representative of those an individual encounters while performing the essential functions of this job. 



    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or abilities required.  Where possible, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


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