Technical Support Analyst Job at College Track (DC, PGC and Baltimore)

Job Description

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.

Job Responsibility

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

Requirements

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

What we offer

access to extensive benefits centered around three core areas of wellness: health care, work-life balance, and financial security
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

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Technical Support Analyst

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