IT Support Specialist

Overview

Position Overview

The IT Support Specialist is responsible for supporting the organization’s IT strategy and function by (1) providing IT Help Desk support, (2) assisting in the configuration, maintenance, and provisioning of our network, hardware, server, and cloud systems, (3) and supporting the overall function of the National Operations team at College Track as it relates to technology and facilities.

The IT Support Specialist will work closely with the Sr. IT Manager in partnership with other program and operational departments in support of strong technology systems and support. The IT Support Specialist will report to the Sr. IT Manager. 

Primary Responsibilities Include:

Responsibilities sometimes require working evenings and weekends, sometimes with little advance notice. This position works 100% on-site (based in our National headquarters in Oakland, California) with periodic travel and work at our Bay Area region facilities.

IT Helpdesk Support

• Provide best in class Tier 1 and Tier 2 onsite and remote support and technical assistance to users across the organization with a wide range of technical sophistication; this will include but is not limited to:
• Responding and addressing to technology concerns across the organization in a timely manner
• Providing technical assistance for questions and problems
• Troubleshoot and resolve issues with software or hardware
• Analyze records and logs to spot underlying trends and potential issues.
• Maintain procedures and reports that provide technical support to the entire organization.
• Training other staff members on troubleshooting and diagnosing problems
• Writing, editing, and revising training documentation for new and updated applications

Cloud System Administration

• Administer OS X (JAMF) and cloud systems (Okta, Box, Google Workspace for Nonprofits Administration, BetterCloud, Zendesk, ITGlue, and more) that support the company’s IT infrastructure, including operations and support, maintenance and research and development to ensure continual innovation.
• Provision, install/configure, operate, and support network, hardware, and cloud system infrastructure.
• Ensure that system hardware, operating systems, software systems, and related procedures adhere to organizational values.

IT Operations Support

• Test, evaluate, and implement technology upgrades, hardware and software application life cycles.
• Diagnosing system errors and other issues. Resolving problems with networks and other computer systems.
• Properly issuing high-functioning hardware and deploying software at all points of employee life cycle.
• Assist in the building and maintenance of systems and processes for managing hardware and software inventory across sites. 

IT Special Projects 

• Support, lead, train and provide subject matter expertise to program teams on technical tools, systems and products for selected projects and initiatives. 

Skills & Experience Required

First and foremost, the IT Support Specialist must embrace the College Track vision of transforming low-income communities into places where college readiness and college graduation are the norms. Additionally, candidates must possess the following qualifications:

• Minimum of a B.A. in computer science, information technology, or a related field. 
• At least 3-5 years of progressive experience in technology support and operations, with past success in a multi-site environment that has required support to remote users, included demonstrated ability to manage data interface and integration solutions.
• Experience in a broad range of technology areas and the ability to learn new areas or systems quickly, particularly with Software as a Service (SaaS) systems administration, requirements definition, user support, software platform customization, analytics and maintenance and security.
• Analytical approach to decision-making as related to systems performance, work processes and user needs.
• 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.
• Prior success in managing vendor relationships.
• Exceptional people skills, with an ability to build relationships with diverse departments, collaborators and program staff and navigate uncertainty.
• 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 aptitude.
• 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.
• Ability to move packages and equipment up to 50 pounds each over short distances. 
• Occasional travel to Bay Area facilities: CA driver’s license, access to a vehicle, and personal vehicle insurance required, mileage reimbursed.

Additional Requirements

College Track requires that the holder of this position be fully vaccinated, and boosted (if eligible), against COVID-19, as defined by the CDC. College Track will require proof of vaccination and a booster shot from all future employees. New hires who are booster eligible but have not yet received the booster shot will have 60 days from their date of hire to do so.

College Track works to remove barriers for first generation college students on their journey to college completion. Our commitment to removing barriers for first generation college students doesn’t stop when college ends. 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 on the basis of race, age, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, or gender identity or expression.