Technical Support Analyst - College Track

Technical Support Analyst

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

Opportunity

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.