Technical Support Analyst

College Track•Oakland, CA

21h•Hybrid

About The Position

The Technical Support Analyst supports College Track's 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. You'll 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, you'll play a central role in supporting College Track's technology infrastructure as we continue to grow. You'll join an IT team that's 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.

Requirements

2–4 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 who's a proactive, positive member of the team.
A high level of self-awareness, humility, and emotional intelligence.
Above all, you're a fierce advocate for College Track's mission to equip students confronting systemic barriers to earn a bachelor's degree in pursuit of a life of opportunity, choice, and power.

Responsibilities

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.