The Cuyahoga County Board of Developmental Disabilities (Cuyahoga DD) is seeking a Support Analyst to work as a member of the IT Helpdesk Support team to support clinical and financial systems and the technical architecture of the Cuyahoga DD. Provide first-level support for IT-related issues and service requests, ensuring that all users receive timely and effective assistance. The nature of work will include, but is not limited to the following:

Serve as the first point of contact for users seeking technical assistance over the phone or email. Use the ITIL framework to categorize, prioritize, and escalate incidents and service requests as necessary.
• Provide technical support for all clinical and/or business applications deployed within their respective functional area(s), including troubleshooting hardware and software issues.
• Assist with defining needs, benefits, and technical strategy for assigned area(s) related to helpdesk support.
• Perform research, development, technical analysis, and design to improve helpdesk support processes.
• Test, integrate, and implement solutions including interface knowledge, following ITIL best practices.
• Ensure reliability and accuracy of service monitoring tools and integrations.
• Perform proactive analysis to identify potential problems and recommend performance enhancements.
• Coordinate and conduct education and/or end-user training to ensure systems are utilized as designed.
• Develop end-user documentation and/or a permanent reference for clear, concise information. Maintain accurate and up-to-date documentation.
• Provide requirements and recommendations for service-level monitoring best practices and assist in implementing monitoring tools.
• Work closely with other IT team members to understand the infrastructure, network, and applications behind the monitored services.
• Adhere to all safety protocols.
• Implement Cuyahoga DD Standards of Behavior and exhibit behaviors consistent with Cuyahoga DD core values.

WORK LOCATION / REMOTE STATUS: Our positions are not remote. There is an onsite expectation for all of our positions. Although we do permit some remote work at home with flexible work schedule, as a public agency, we do expect staff to live and work in an area that would allow ease of commute to our facilities in Cuyahoga County, Ohio. We have facilities in Parma, Cleveland, and Highland Hills, Ohio. This position is based in downtown Cleveland, Ohio. We do not currently offer any fully remote positions. All positions come with the expectation that the employee will work onsite at our Cleveland location.

SALARY & BENEFITS: The Cuyahoga County Board of DD is a mission-driven organization. Attracting, retaining, and developing great talent is fundamental to achieving the Board's mission. We are committed to equal opportunity in all aspects of employment, including the way we compensate our employees. Our Employee Value Proposition (EVP) includes not only pay, but non-cash compensation such as extensive paid time off, flexible work schedules, remote work opportunities for applicable positions, outstanding healthcare benefits as well as free dental, vision, and life insurance, and so much more. We also have a fantastic pension plan through the Ohio Public Employees Retirement System. If that wasn't enough, you will have the opportunity to work in an outstanding work environment as part of a multidisciplinary group of professionals.

If you would like a much more comprehensive look at the benefits package, click HERE to download a pdf with more detailed information.

The Cuyahoga DD recruits and retains outstanding individuals who are committed to our mission of supporting and empowering people with developmental disabilities to live, learn, work and play in the community. We seek to attract diverse staff who desire to inspire, to promote abilities and talents, to foster inclusion in all aspects of community life, and to hold themselves and others to high expectations. We hope you choose to join our team!

** STARTING SALARY: The salary listed in the header is the base salary for a new hire. The actual starting salary will depend on many factors including the breadth and depth of the knowledge, skills, and experiences brought by the candidate as well as the level of education. It is Cuyahoga DD's intent to pay each employee a salary that is reasonable and competitive based on the market rate for the position, while also considering not only internal equity but also the budgetary constraints.

• Bachelor's Degree or relevant work-related experience in lieu of a degree.
• Three (3) years of recent experience implementing and supporting an information system or three (3) years of application support and demonstrated training experience is preferred.
• Technical implementation/project management training or experience preferred.
• Hold a valid Ohio driver's license and the ability to maintain an insurable driving record according to Cuyahoga DD policy.

Application Procedure: All applicants must apply ONLINE. External applicants are required to upload a resume that shows a detailed work history. This is important because this agency no longer requires that applicants complete an employment application. Therefore, the only way we will be able to review your employment history and ascertain your background and experience is through your resume. Current Cuyahoga DD employees are required to upload at least a detailed letter of interest. When you click to APPLY you can upload a resume and/or cover letter. All candidates are asked to create an online profile and answer a series of questions. Immediately after applying, you will receive a confirmation of receipt by email. If you do not receive that email, check your spam folder. For any further questions about the application process, see the FAQ link below.

Application Deadline: Open until filled.

Equal Opportunity, Diversity, and Inclusion: The Cuyahoga County Board of DD is committed to treating every individual, family, employee, and applicant with dignity, respect and compassion regardless of a person's sex, ancestry, national original, race, color, age, religion, disability, military or veteran status, sexual orientation, gender identity/gender expression, genetic information, or social, economic or political affiliation.

Compassion, trust, and mutual respect are at the core of our commitment to diversity and inclusion. The Cuyahoga County Board of DD fosters and promotes an inclusive environment that leverages the unique contributions of diverse individuals and organizations in all aspects of our work. We know that by bringing diverse individuals and viewpoints together we can collectively and more effectively create opportunities for a better life for the individuals we support. Diversity and inclusion are at the heart of what it means for people with developmental disabilities to live, learn, work, and play in the community.

PRIVACY AND SECURITY NOTICE: By applying for positions with the Cuyahoga County Board of Developmental Disabilities you are accepting that you have reviewed and understand our Applicant Privacy and Security Notice provided by clicking HERE.

- Questions about the application process? Review answers to our FAQs here: FAQS and How to Contact H.R.

- All Job tentative offers are made with the understanding that prospective new employees pass a drug test and background check prior to being hired.

- Individuals who may need assistance with the application process should contact Human Resources.

Cuyahoga DD is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.