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College Track · 1 day ago

Technical Support Analyst

Los Angeles, CA

Full-time

Hybrid

Entry, Mid Level

$70K/yr - $86K/yr

2+ years exp

College Track is a comprehensive college completion program that supports students in overcoming obstacles to achieve a bachelor’s degree and a meaningful career. The Technical Support Analyst will provide world-class IT support to staff, assist in the design and maintenance of technical systems, and contribute to the organization’s technology infrastructure as it modernizes and expands.

EducationTraining

Responsibilities

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

Qualification

SaaS systems administrationNetwork operating systemsTroubleshootingAnalytical skillsCommunication skillsFlexibilitySelf-awareness

Required

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

Preferred

Knowledge of network operating systems, products, management tools and equipment (routers, servers, switches, firewalls, workstations, and various computer operating systems)