Technical Support Analyst

Technical Support Analyst

Location: Hybrid Oakland CA Type: Full-time Compensation: $78000$95000

Opportunity

The Technical Support Analyst supports College Tracks IT strategy and function by providing world-class support to staff assisting in the design configuration and maintenance of our technical systems and advancing our mission through innovative technical solutions. Youll work closely with your teammates in the Information Technology Department and in partnership with program and operational teams across the organization to deliver a robust reliable technology infrastructure and high-quality customer service.

Reporting to the Technology Director youll play a central role in supporting College Tracks technology infrastructure as we continue to grow. Youll join an IT team thats actively modernizing its infrastructure and standardizing processes to increase automation and improve service with real opportunity to influence technical direction execution and delivery across multiple technologies.

What Youll Do

• Provide high-quality reliable and timely support to users across the organization.
• Participate in training staff during onboarding and whenever changes in tools or roles require additional guidance.
• Administer systems managed by the technology team (e.g. Okta Google Workspace Slack Zendesk Zoom) including account provisioning and deprovisioning system maintenance renewals and upgrades.
• Carefully evaluate test and deploy changes to software processes and hardware.
• Analyze logs and alerts to proactively identify potential issues.
• Actively engage in the creation review and enhancement of technology team policies and procedures.
• Remediate security issues and ensure compliance.
• Maintain detailed documentation.
• Research and share best practices for maintaining a secure and dependable network; recommend updates to improve network security and reliability.
• Manage relevant hardware support contracts and vendor relationships.
• Actively contribute to other IT projects participate in cross-functional training opportunities and provide backup support when needed.

What Youll Bring

• 24 years of relevant experience.
• Experience across a broad range of technology areas with the ability to learn new systems quickly particularly in SaaS systems administration requirements definition user support maintenance and security.
• An analytical approach to decision-making related to systems performance work processes and user needs.
• Understanding of methods and practices for troubleshooting repairing and upgrading systems.
• Knowledge of network operating systems products management tools and equipment (routers servers switches firewalls workstations and various computer operating systems) preferred.
• Exemplary communication skills with the ability to explain complex highly technical information to non-technical colleagues using clear simple language.
• Ability to prioritize and manage several milestones and projects efficiently meet deadlines across multiple tasks and communicate progress at regular intervals.
• A high degree of flexibility and adaptability comfortable in an ambitious fast-moving environment while driving toward clarity and solutions.
• Pride in your own work and in the organization performing every task at a high level of excellence.
• A track record of achieving results and a willingness to do whatever it takes to reach goals.
• A constant learner whos a proactive positive member of the team.
• A high level of self-awareness humility and emotional intelligence.

Above all youre a fierce advocate for College Tracks mission to equip students confronting systemic barriers to earn a bachelors degree in pursuit of a life of opportunity choice and power.

Physical Requirements: This role alternates between sedentary work (sitting standing typing using a mouse) and more active work such as moving around an office environment communicating with scholars and stakeholders and lifting/carrying/moving objects up to 50 pounds. Requires near and far visual acuity gross motor manipulation and fine motor manipulation.

Compensation & Benefits

This is a full-time position with a full compensation range of $78000$95000 with exact compensation depending on experience. As someone new to the role you can expect a starting offer between $82250$86499 ensuring internal equity while leaving room for salary growth over time.

College Track offers extensive benefits centered on three core areas of wellness health care work-life balance and financial security including up to 23 discretionary time-off days (sick and vacation) plus 23 paid office closures and holidays in your first year. Learn more about our benefits.

What Else You Should Know

• This is a hybrid role based out of our Oakland office. Youll be expected to work onsite regularly to support staff and projects with flexibility to work remotely when onsite presence isnt required.
• Periodic travel is required to support sites without dedicated IT staff projects needing additional hands and in-person staff meetings.
• While we hire great people from a wide variety of backgrounds we especially encourage applicants who identify as first-generation college graduates to apply.
• College Track is an equal-opportunity employer fully committed to achieving a diverse workforce. We do not discriminate based on race age color religion national origin or ancestry sex gender disability veteran status genetic information sexual orientation or gender identity or expression.