Technical Support Analyst

College Track • Washington, DC

4d • $62,000 - $95,000 • Hybrid

About The Position

The Technical Support Analyst is responsible for supporting the organization’s IT strategy and function by (1) providing world-class support to College Track staff, (2) assisting in the design, configuration and maintenance of our technical systems, and (3) advancing the goals of our mission with innovative technical solutions . This individual will work closely with their teammates in the Information Technology Department, and in partnership with other program and operational departments, to provide a robust and reliable technology infrastructure and offer high-quality customer service. Under the supervision of the Technology Director, the Technical Support Analyst plays a central role in supporting College Track’s technology infrastructure as we continue to grow and expand. You will join an IT team that is actively modernizing its infrastructure and standardizing processes to increase automation and improve customer service. You will have the opportunity to influence the technical direction, execution, and delivery of infrastructure across multiple technologies.

Requirements

• 2-4 years of relevant experience
• Experience in a broad range of technology areas and the ability to learn new areas or systems quickly, particularly with SaaS systems administration, requirements definition, user support, maintenance and security.
• Analytical approach to decision-making as related to systems performance, work processes and user needs.
• Understanding of methods and practices of 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; 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. Manage multiple tasks to deadlines; communicate progress at regular intervals.
• High degree of flexibility and adaptability; can work within an ambitious, fast-moving environment, while also driving toward clarity and solution.
• Takes pride in self, work and organization leading such that every task is performed at a high level of excellence.
• A history of achieving results and willingness to do "whatever it takes" to reach goals.
• A constant learner who is interested in being a proactive, positive member of the team.
• High level of self-awareness, humility, and emotional intelligence.
• Physical Requirements: alternating between sedentary work that primarily involves sitting, standing, typing on a keyboard and manipulating a mouse to use a computer's operating system/internet, and more active work such as moving around an office environment, communicating with scholars/stakeholders, (conveying and receiving information), lifting/carrying/moving objects (50 pounds), near visual acuity, far visual acuity, gross motor manipulation, fine motor manipulation.

Responsibilities

• Provide high-quality, reliable and timely support to users across the organization.
• Participate in training staff during onboarding and when 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 any security issues and ensure compliance.
• Maintain detailed documentation.
• Research and share information regarding best practices in 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

Benefits

• College Track provides access to extensive benefits centered around three core areas of wellness: health care, work-life balance, and financial security.
• We believe time off is essential to success and provide up to 23 discretionary time off days (Sick and Vacation) in addition to 23 paid office closures and holidays in your first year of employment.
• Learn more about benefits here (bit.ly/JpBs22).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees