Technical Support Analyst

College Track is a comprehensive college completion program. Our students benefit from a 10‑year integrated program that helps them overcome obstacles on the path to a bachelor’s degree and a meaningful career. We offer academic, financial, and personalized support over 10 years to help students persist through college and graduate.

What began in 1997 with 25 students in East Palo Alto has grown into a national movement of more than 5,400 scholars and alumni who are driving change in their families, campuses, workplaces, and communities. Today, we operate 13 centers rooted in communities across California, Colorado, Louisiana, and the D.C. Metro Area, with our newest site opening in Baltimore, thanks to a bold partnership with the Baltimore Ravens, M&T Bank, and Baltimore City Public Schools.

To learn more, please visit (Use the "Apply for this Job" box below)..

Our scholars are leaders on more than 300 college campuses nationwide, including at partner institutions like Middlebury College, Tulane University, Bowie State University, and the University of Maryland, Baltimore County. They graduate at rates that are three times the national average for first‑generation students, proving what’s possible when talent meets opportunity. One year after college, 80 percent of our alumni are employed, and by age 30, they earn an average of $89,823—outpacing the national median and demonstrating the long‑term economic mobility a bachelor’s degree unlocks.

These outcomes are the result of a deliberate approach that supports scholars to minimize student debt, secure paid internships, and reduce the need to work excessive hours while in school—ensuring they can focus on learning, leadership, and personal growth. By preparing our scholars to capture the full value of their degree, we position them to thrive in the 21st‑century economy and lead lives of opportunity, choice, purpose, and power.

• COMMITMENT:
  With every choice and every decision, we center the 10‑year promise.
• PASSION:
  It is the fire that drives us, and we’re in it for the long haul.
• JOY:
  Energized by the hopes, ambitions, and growth of our scholars, we celebrate the impact of our community.
• AUTHENTICITY:
  What each brings to the table contributes to deep and trusting relationships.
• EXCELLENCE:
  Every day is better than the last, we’re always learning, always progressing, always evolving.

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.

Under the supervision of the Technology Director, the Technical Support Analyst plays a central role in supporting College Track’s technology infrastructure as we continue to grow and expand. You will join an IT team that is actively modernizing its infrastructure and standardizing processes to increase automation and improve customer service. You will have the opportunity to influence the technical direction, execution, and delivery of infrastructure across multiple technologies.

• 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…