Technical Support Analyst

Technical Support Analyst

Oakland, California

Technical Support Analyst

Location: Hybrid — Oakland, CA Type: Full-time Compensation: $78,000–$95,000

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.

What You'll 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 You'll Bring

• 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.

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 $78,000–$95,000, with exact compensation depending on experience. As someone new to the role, you can expect a starting offer between $82,250–$86,499, 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.

What Else You Should Know

• This is a hybrid role based out of our Oakland office. You'll be expected to work onsite regularly to support staff and projects, with flexibility to work remotely when onsite presence isn't 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.