IT & Scholars Support Technician

IT & Scholars Support Technician Sponsors for Educational Opportunity

Department: Information Technology

Report to: Director - Information Technology

Compensation: $30.82 - $36.30/Hour

FLSA: Non-Exempt

Location/

Hours:

This is a full‑time position with a hybrid schedule requiring in‑person work three days a week (including required Saturdays). The typical weekly schedule is as follows:

• Fall Term:
  Tuesday through Saturday (3x a month);
  Monday through Friday (1x month)
  • Spring Term:
    Tuesday through Saturday (3x a month);
    Monday through Friday (1x month).
  • Summer Term:
    Monday through Friday.
  • In‑person attendance is required for all Saturday programming dates.
  • Two weeks of in‑person attendance will be required during our 2025 College Application Bootcamp programming from July 21‑August 1.
• Upon hire all candidates must be within commutable distance of SEO’s offices at Three Embarcadero Center, Promenade Level, Suite P‑1, San Francisco, CA 94111.
• Work requires local travel beyond the office for Saturday programming at the following locations (subject to change):
  • UC Law San Francisco, 200 McAllister St, San Francisco, CA 94102.
  • Berkeley City College, 2050 Center St, Berkeley, CA 94704.

Founded in 1963 during the Civil Rights Movement, SEO closes educational and career opportunity gaps for 7,000 ambitious young people annually.

We are seeking a compassionate, adaptable IT support professional with a proven track record in documentation, communication, and attention to detail. You enjoy solving technical challenges, supporting users of all skill levels (especially high school students), and explaining technology in clear, accessible language. You thrive in dynamic environments, are comfortable saying “I don’t know but I’ll find out,” and take pride in making technology run smoothly to support an organization’s mission.

• Provide in‑person and remote IT support for SEO staff, high‑school scholars, and part‑time instructors using tools such as 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 Mi‑Fi 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.

• Associate’s degree…