Security Analyst and Technical Documentation Specialist

Jewish Family Service is seeking a Security Analyst and Technical Documentation Specialist to join our fast-paced Information Technology team for a permanent full-time (37.5 hour) role, which will report to the Director of Information Technology. This role involves developing and maintaining comprehensive technical documentation and online help resources, translating complex information for non-technical audiences, and collaborating with peers to enhance IT processes. This role will assist with cybersecurity training and awareness while contributing to various IT projects to ensure compliance with standards and best practices. This role will also monitor and protect the organization’s infrastructure by analyzing security measures, identifying vulnerabilities, and implementing solutions to prevent data breaches. The work for this position will be based primarily in our Seattle office but may also require occasional travel to Kent (20%) and Redmond (5%). The role can be performed primarily from a remote capacity, but it is expected to be on-site for occasional work as necessary to fulfill project responsibilities and other duties that arise in the course of this role.

We welcome and encourage you to apply if you feel connected to JFS’ mission. While Jewish values and history guide us, we recognize that our work is best accomplished through the collaboration of individuals from a variety of cultures, skills, and perspectives. If you meet most of the position qualifications, we encourage you to apply.

ESSENTIAL DUTIES AND RESPONSIBILITES:
Technical Documentation:

  • Develop and maintain comprehensive installation, configuration, and how-to documentation, along with online help resources for both customers and employees.
  • Translate technical information into easy-to-understand language for non-technical audiences.
  • Manage and prioritize 2-3 documentation projects simultaneously, ensuring timely updates and the delivery of high-quality outcomes.
  • Identify opportunities for innovation in content delivery and enhance documentation processes.
  • Collaborate with peers to share insights and knowledge, fostering collective growth and innovation.
  • Own the entire documentation process, establishing and maintaining best practices and procedures.
  • Gather, analyze, and manage all necessary documentation, working closely with product managers and technical staff to ensure accuracy and completeness.
  • Keep the knowledge base up-to-date with the latest product features and enhancements.
  • Work closely with customer-facing teams to iterate on and improve documentation for both external customers and internal teams.
  • Create user-friendly documentation enriched with diagrams, screenshots, gifs, videos, and other visual aids to enhance comprehension.

 
Cybersecurity Training and Awareness:

  • Provide expertise in learning, development, and engaging the workforce.
  • Advise the Director of IT on training matters, including emerging issues and new practices.
  • Conduct needs assessments to design or develop effective training solutions that support ongoing operations and workforce development.
  • Help identify and develop opportunities for improvement and best practices.
  • Lead engagement sessions, audits, and investigations to prevent, detect, or address training deficiencies and non-compliance issues.
  • Use leadership, communication, and facilitation skills to help staff meet performance and compliance standards.
  • Maintain accurate documentation and records to support training outcomes.
  • Build strong relationships to positively impact team performance and stakeholder engagement.
  • Facilitate the development and sharing of best practices among key stakeholders.

 
System Admin and Desktop Support Functions:

  • Provide prompt and effective technical assistance in person, via phone, and electronically.
  • Diagnose and resolve technical issues related to hardware and software, including network and server access, network cabling, WAN, VLAN, firewall, VPN, voice communications, and voice mail systems.
  • Utilize available resources to research questions and track, route, and document resolutions.
  • Follow standard help desk procedures and log all helpdesk interactions.
  • Administer helpdesk software and manage the helpdesk ticketing system, ensuring timely response based on priority.
  • Identify and escalate situations requiring urgent attention.
  • Prepare activity reports, document internal procedures, and assist with general IT department tasks as directed by the IT Director.
  • Stay informed about system changes and updates.
  • Assist with onboarding new users and ensure they are equipped with the necessary workstations, peripheral equipment, and software.
  • Maintain an inventory of all equipment, software, and licenses.
  • Perform timely hardware and software upgrades, troubleshooting, and infrastructure enhancements under IT management supervision.
  • Execute additional duties as assigned.

 
Other Essential IT Functions:

  • Serve as an individual contributor on various IT and related technical projects.
  • Provide technical guidance and support to other IT team members.
  • Determine project requirements and offer planning and related guidance.
  • Coordinate with various internal stakeholders to successfully execute internal IT projects.
  • Ensure compliance of the company’s IT systems with applicable governmental and industry standards.

 
QUALIFICATIONS:
Education/Experience:

  • Preferred associate or bachelor’s degree in information technology, computer science, a related field, or equivalent job experience.
  • 3-5 years of experience in technical documentation, training and education, and/or IT support.
  • Experience in training and workforce development, especially in cybersecurity awareness and best practices.
  • Demonstrated ability to manage multiple projects and maintain high standards in complex technical environments.

 
Knowledge/Skills/Abilities:

  • Strong knowledge of IT systems and software, including understanding of network configurations and common IT hardware.
  • Excellent written and verbal communication skills, with the ability to convey complex information in an accessible manner.
  • Proficiency in document creation software and graphical tools to create engaging and informative documentation.
  • Competence in managing helpdesk operations and providing end-user support.

 
SALARY AND BENEFITS:

  • The pay range for this position is $34.33 – $41.96 per hour.
  • Jewish Family Service offers a generous and comprehensive benefits package including:
    • 100% employer-paid premiums for employee medical, dental, life insurance, long-term disability, and employee assistance program.
    • 15 annual vacation days increasing to 20 after 2 years, and generous paid sick time.
    • Paid Federal and Jewish holidays.
    • 5% employer contribution to 401k retirement plan (no employee contribution required).
    • Additional benefits include: vision coverage and FSA enrollment.
    • JFS values and provides opportunities for continued growth and learning for all team members.

IT Support Specialist

Jewish Family Service is seeking a temporary IT Support Specialist to join our fast-paced Information Technology team for a 12-month position who will report to the Director of Information Technology. This position has flexibility in the work schedule; hiring full-time between 30 and 37.5 hours per week. The position has the primary role of coordinating and delivering responsive, stable, secure, and cost-effective IT support services across a multitude of essential duties and responsibilities. The work for this position will be based primarily in our Seattle office but will require occasional travel to Kent (20%) and Redmond (5%). Current expectation is 5 days on-site, with limited (1-2 days) hybrid available in the future.

We welcome and encourage you to apply if you feel connected to JFS’ mission. While Jewish values and history guide us, we recognize that our work is best accomplished through the collaboration of individuals from a variety of cultures, skills, and perspectives. If you meet most of the position qualifications, we encourage you to apply.
 
ESSENTIAL DUTIES AND RESPONSIBILITES:
 
User Support and Device Maintenance:

  • Provide professional customer service and troubleshooting in-person, via phone, and in writing.
  • Document, resolve, or escalate issues in the help desk ticketing system.
  • Install, provision, and maintain Windows PCs and laptops in an enterprise environment.
  • Configure, troubleshoot, and install various technology peripherals.
  • Assist with upgrades, application support, and network infrastructure expansions.
  • Provide updates and status reports to manager and users.
  • Create, update, and maintain end-user documentation and training materials related to onboarding and offboarding.

 
Hardware and Software Management:

  • Install, provision, and maintain enterprise hardware, including laptops, video conferencing equipment, networking equipment, cabling, and mobile devices.
  • Install, provision, and maintain software installations, upgrades, and hardware replacements.
  • Maintain accurate inventory records of hardware and software.
  • Configure and maintain operating system deployments for computers and mobile devices.
  • Assist other team members with tasks such as server and network maintenance, network hardware, upgrades, and patching, as needed/requested.

 
QUALIFICATIONS:

  • Preferred associate or bachelor’s degree in computer science, Information Technology, or equivalent job experience.
  • 2-3 years of experience in a helpdesk or technical support role.
  • Strong knowledge of Windows operating systems, Microsoft Office, and other common desktop applications.
  • Experience managing user accounts in a hybrid Windows environment.
  • Bonus points (desired but not required): MCSE, Network+, Azure Fundamentals, and/or Security+.
  • Must have very strong communication and interpersonal skills with a customer-focused mindset.
  • High proficiency in troubleshooting.
  • Ability to manage multiple activities and projects simultaneously with clear and concise communication.
  • Ability to work effectively in a small team environment with frequently overlapping responsibilities.
  • Self-starter with the motivation to independently start new tasks or projects, make suggestions, and a high curiosity to learn. 

 
SALARY AND BENEFITS:

  • The pay range for this position is $29.38 – $35.91 per hour.
  • This position is eligible for 100% employer-paid premium medical coverage, sick leave and the employee assistance program.