Technical Support Analyst

About College Track

College Track is a comprehensive college completion program. Our students benefit from a 10-year integrated program that helps them overcome obstacles on the path to a bachelor's degree and a meaningful career. We offer academic, financial, and personalized support over 10 years to help students persist through college and graduate.

What began in 1997 with 25 students in East Palo Alto has grown into a national movement of more than 5,400 scholars and alumni who are driving change in their families, campuses, workplaces, and communities. Today, we operate 13 centers rooted in communities across California, Colorado, Louisiana, and the D.C. Metro Area, with our newest site opening in Baltimore, thanks to a bold partnership with the Baltimore Ravens, M&T Bank, and Baltimore City Public Schools. To learn more, please visit www.collegetrack.org.

Our Impact

Our scholars are leaders on more than 300 college campuses nationwide, including at partner institutions like Middlebury College, Tulane University, Bowie State University, and the University of Maryland, Baltimore County. They graduate at rates that are three times the national average for first-generation students, proving what's possible when talent meets opportunity. One year after college, 80 percent of our alumni are employed, and by age 30, they earn an average of $89,823-outpacing the national median and demonstrating the long-term economic mobility a bachelor's degree unlocks.

These outcomes are the result of a deliberate approach that supports scholars to minimize student debt, secure paid internships, and reduce the need to work excessive hours while in school-ensuring they can focus on learning, leadership, and personal growth. By preparing our scholars to capture the full value of their degree, we position them to thrive in the 21st-century economy and lead lives of opportunity, choice, purpose, and power.

Our Values

At College Track, our values drive the way we do our work, and we look for individuals who share our passion. We blend an entrepreneurial spirit with our nonprofit roots, cultivating a dynamic culture where everyone's contributions are valued and encouraged.

• COMMITMENT: With every choice and every decision, we center the 10-year promise.
• PASSION: It is the fire that drives us, and we're in it for the long haul.
• JOY: Energized by the hopes, ambitions, and growth of our scholars, we celebrate the impact of our community.
• AUTHENTICITY: What each brings to the table contributes to deep and trusting relationships.
• EXCELLENCE: Every day is better than the last, we're always learning, always progressing, always evolving.

Position Overview

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.

Primary 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

Qualifications

First and foremost, the Technical Support Analyst will be 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. Additionally, candidates should bring with them the following skills, experience, and knowledge:

• 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.

Compensation and Benefits

This position is Full-Time with a full compensation range of $62,000.00 - $75,500.00 (Baltimore) or $78,000.00 - $95,000.00 (PGC and SEDC) with the exact compensation depending on experience.

As someone new to the role, you can expect an offer between $65,375.00 - $68,749.00 (Baltimore) or $82,250.00 - $86,499.00 (PGC and SEDC) to ensure internal equity while leaving room for salary growth during your time in the position.

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 Else You Should Know

• This is a hybrid role based out of our DC, PGC and Baltimore locations. You will be expected to work onsite to support staff and projects regularly, but will have the flexibility to work remotely when onsite presence is not required.
• Periodic travel is required to support sites that do not have IT staff, projects which require 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 for open opportunities on staff.
• College Track is an equal opportunity employer fully committed to achieving a diverse workforce. College Track does 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.

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