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<h4 class="text-text-100 mt-3 -mb-1 text-[1.375rem] font-bold" data-sourcepos="1:1-1:28;0-27">Technical Support Analyst</h4> <p class="font-claude-response-body break-words whitespace-normal" data-sourcepos="3:1-6:36;29-153"><strong>Location:</strong> Hybrid — Oakland, CA <strong>Type:</strong> Full-time <strong>Compensation:</strong> $78,000–$95,000</p> <h4 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold" data-sourcepos="32:1-32:19;2002-2020">Opportunity</h4> <p class="font-claude-response-body break-words whitespace-normal" data-sourcepos="34:1-34:525;2022-2546">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.</p> <p class="font-claude-response-body break-words whitespace-normal" data-sourcepos="36:1-36:398;2548-2945">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.</p> <hr class="border-border-200 border-t-0.5 my-3 mx-1.5"> <h4 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold" data-sourcepos="40:1-40:18;2952-2969">What You'll Do</h4> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1" data-sourcepos="42:1-52:140;2971-4077"> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="42:1-42:87;2971-3057">Provide high-quality, reliable, and timely support to users across the organization.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="43:1-43:118;3058-3175">Participate in training staff during onboarding and whenever changes in tools or roles require additional guidance.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="44:1-44:201;3176-3376">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.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="45:1-45:85;3377-3461">Carefully evaluate, test, and deploy changes to software, processes, and hardware.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="46:1-46:68;3462-3529">Analyze logs and alerts to proactively identify potential issues.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="47:1-47:103;3530-3632">Actively engage in the creation, review, and enhancement of technology team policies and procedures.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="48:1-48:51;3633-3683">Remediate security issues and ensure compliance.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="49:1-49:35;3684-3718">Maintain detailed documentation.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="50:1-50:148;3719-3866">Research and share best practices for maintaining a secure and dependable network; recommend updates to improve network security and reliability.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="51:1-51:71;3867-3937">Manage relevant hardware support contracts and vendor relationships.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="52:1-52:140;3938-4077">Actively contribute to other IT projects, participate in cross-functional training opportunities, and provide backup support when needed.</li> </ul> <hr class="border-border-200 border-t-0.5 my-3 mx-1.5"> <h4 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold" data-sourcepos="56:1-56:21;4084-4104">What You'll Bring</h4> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1" data-sourcepos="58:1-69:72;4106-5560"> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="58:1-58:36;4106-4141">2–4 years of relevant experience.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="59:1-59:214;4142-4355">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.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="60:1-60:108;4356-4463">An analytical approach to decision-making related to systems performance, work processes, and user needs.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="61:1-61:96;4464-4559">Understanding of methods and practices for troubleshooting, repairing, and upgrading systems.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="62:1-62:189;4560-4748">Knowledge of network operating systems, products, management tools, and equipment (routers, servers, switches, firewalls, workstations, and various computer operating systems) preferred.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="63:1-63:158;4749-4906">Exemplary communication skills, with the ability to explain complex, highly technical information to non-technical colleagues using clear, simple language.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="64:1-64:165;4907-5071">Ability to prioritize and manage several milestones and projects efficiently, meet deadlines across multiple tasks, and communicate progress at regular intervals.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="65:1-65:147;5072-5218">A high degree of flexibility and adaptability — comfortable in an ambitious, fast-moving environment while driving toward clarity and solutions.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="66:1-66:103;5219-5321">Pride in your own work and in the organization, performing every task at a high level of excellence.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="67:1-67:98;5322-5419">A track record of achieving results and a willingness to do "whatever it takes" to reach goals.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="68:1-68:69;5420-5488">A constant learner who's a proactive, positive member of the team.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="69:1-69:72;5489-5560">A high level of self-awareness, humility, and emotional intelligence.</li> </ul> <p class="font-claude-response-body break-words whitespace-normal" data-sourcepos="71:1-71:200;5562-5761">Above all, you're a <strong>fierce advocate</strong> 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.</p> <p class="font-claude-response-body break-words whitespace-normal" data-sourcepos="73:1-73:371;5763-6133"><strong>Physical Requirements:</strong> 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.</p> <hr class="border-border-200 border-t-0.5 my-3 mx-1.5"> <h4 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold" data-sourcepos="77:1-77:27;6140-6166">Compensation & Benefits</h4> <p class="font-claude-response-body break-words whitespace-normal" data-sourcepos="79:1-79:295;6168-6462">This is a full-time position with a full compensation range of <strong>$78,000–$95,000</strong>, with exact compensation depending on experience. As someone new to the role, you can expect a starting offer between <strong>$82,250–$86,499</strong>, ensuring internal equity while leaving room for salary growth over time.</p> <p class="font-claude-response-body break-words whitespace-normal" data-sourcepos="81:1-81:324;6464-6787">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. <a class="underline underline underline-offset-2 decoration-1 decoration-current/40 hover:decoration-current focus:decoration-current" href="http://bit.ly/JpBs22">Learn more about our benefits</a>.</p> <hr class="border-border-200 border-t-0.5 my-3 mx-1.5"> <h4 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold" data-sourcepos="85:1-85:29;6794-6822">What Else You Should Know</h4> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3 print:block print:space-y-1" data-sourcepos="87:1-90:304;6824-7639"> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="87:1-87:211;6824-7034">This is a <strong>hybrid role</strong> based out of our <strong>Oakland office</strong>. You'll be expected to work onsite regularly to support staff and projects, with flexibility to work remotely when onsite presence isn't required.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="88:1-88:140;7035-7174">Periodic travel is required to support sites without dedicated IT staff, projects needing additional hands, and in-person staff meetings.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="89:1-89:161;7175-7335">While we hire great people from a wide variety of backgrounds, we especially encourage applicants who identify as first-generation college graduates to apply.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2" data-sourcepos="90:1-90:304;7336-7639">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.</li> </ul>