IT & Scholars Support Technician

Title: IT & Scholars Support Technician

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 SEOs 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.

ABOUT SEO

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

POSITION OVERVIEW

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 dont know, but Ill find out, and take pride in making technology run smoothly to support an organizations mission.

• 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.

QUALIFICATIONS

• Associates degree in technology or related field preferred.
• 3-5 years of IT support/troubleshooting experience.
• Experience with Okta, VMWare, Active Directory, Google Workspace, Zendesk, or O365 is a plus.
• Experience with virtual classroom or instructional technologies is a plus.

COMPETENCIES & SKILLS

• Excellent problem-solving, documentation, and communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong interpersonal, task management, and customer service skills.

COMPENSATION & BENEFITS

SEO offers a competitive compensation package and comprehensive benefits plan including low-cost health, vision, and dental options, a generous holiday schedule and PTO policies, disability coverage, fully paid time off for new parents, and employer contributions to health reimbursement and retirement accounts. We are constantly working to improve our benefits each year based on the needs of our employees. We value wellness and strive to put people first and foremost.

The compensation listed in this posting reflects what SEO believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and SEO reserves the right to modify this pay range at any time.

EEOC POLICY

At SEO we are committed to cultivating a team that embodies the backgrounds and experiences of the constituencies we serve and the communities we live in, and a workplace that reflects the impact we make in the world. Candidates from all communities including people of color, women, members of the LGBTQIA+ Community, veterans, and people with disabilities are strongly encouraged to apply.

Equal Employment Opportunity is not just the law, it is our commitment.

Sponsors for Educational Opportunity is an Equal Opportunity/Affirmative Action Employer M/F/D/V. We will consider all qualified applicants for employment regardless of race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, parental status, genetic information or characteristics, or any other legally protected status.

If you need accommodation while applying for a role with SEO, due to a disability, please email SEO Talent.

THE ORGANIZATION

Established in 1963 by Michael Osheowitz, SEO (Sponsors for Educational Opportunity) is an educational non-profit founded on the belief that talent is everywhere; but opportunity is not. Our programs are designed to educate, train, mentor, and amplify the voices of our participants to give them a seat at the table every table.We propel human potential.

SEO is an innovator in education, mentorship, and creating educational career opportunities that maximize the full potential of our participants. Each year SEO serves 7,000+ participants nationally, and the organization is widely recognized for developing best-in-class programs with exceptional results.

Not every SEO participant is on the same journey, but all are hungry for opportunity and SEO creates an ecosystem of excellence. Learn more about SEO's programs here: https://www.seo-usa.org/our-programs/.