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SEO (Sponsors for Educational Opportunity) · 2 days ago

IT & Scholars Support Technician

San Francisco Bay Area

Full-time

Hybrid

Mid Level

$30.82/hr - $36.30/hr

3+ years exp

SEO (Sponsors for Educational Opportunity) is a non-profit organization dedicated to closing educational and career opportunity gaps for young people. They are seeking an IT & Scholars Support Technician to provide in-person and remote IT support for staff and high school scholars, ensuring smooth operation of technology and educational tools.

Non-profit Organization Management

Responsibilities

Provide in-person and remote IT support for SEO staff, high school scholars, and part-time instructors using tools like Zoom, Gmail, Brightspace, and other educational technologies

Support Saturday Programming in-person with IT, AV, Wi-Fi, and Chromebook troubleshooting

Manage IT equipment rentals and loaners for both weekday and weekend programs

Own IT support issues from start to finish, documenting solutions in tickets and knowledge articles

Maintain high standards of customer service, focusing on fast response and high first-touch resolution

Build and maintain an IT knowledge base with articles on core tools and standard operations (e.g., VPN, password resets, Chromebook setup)

Collaborate with the Director of IT Operations to recommend improvements to the technical tool suite

Serve as an adult presence on campus, supporting program operations, student supervision, attendance, and special activities

The scope of work includes:

Help Desk: Okta, password resets, MFA, Zoom, G-Suite, Zendesk, Robin Conference Booking

Hardware: Troubleshooting workstations, laptops, printers, Zoom Rooms, monitors, AV equipment

Instructor Support: Projection, dongles, Wi-Fi/Mi-Fi, Chromebook distribution

Onboarding: Application training, account setup (Okta, Outlook, Zoom, Nitro, Box, Monday, Robin), laptop configuration, printer setup, equipment distribution

Student Support: Brightspace admin, course enrollments, Chromebook and MiFi support, onboarding for Gmail/Zoom/EdTech

Staff Support: Microphone setup, projection, dongles, personal device AV issues

Office Management: Workstation reconfiguration, equipment moves, cable management

Network: Server room, AV equipment, upgrades/testing with NY office

Account Management: Okta/AD account creation, license assignment

General: Classroom troubleshooting, equipment distribution, attendance support, student supervision

Year-round duties include office IT support, AV, server room management, onboarding/offboarding, laptop configuration, and Saturday Academy support

Seasonal projects: Chromebook setup/distribution, instructor onboarding, special events (e.g., graduations, mentor sessions), and summer intern support

Non-IT support: Lunch and hallway supervision, attendance, equipment organization, supporting student well-being

Qualification

IT support experienceGoogle WorkspaceOktaZendeskActive DirectoryVMWareCustomer service skillsTask managementCommunicationProblem-solving skillsInterpersonal skills