Looking for Application Support Administrator in Oakland, CA

Job title: Application Support Administrator

Company: Reading Partners

Job description: This website uses cookies to customize and improve your experience. If you are a California resident, you may be entitled to certain rights regarding your personal information. Additional information about our data collection practices and location specific notices is available on our privacy policy.



X



Accept Cookies



This website uses cookies to customize and improve your experience. If you are a California resident, you may be entitled to certain rights regarding your personal information. Additional information about our data collection practices and location specific notices is available on our privacy policy.



X



Accept Cookies



Sign In



Application Support Administrator



Job Details



Job Location



Reading Partners National - Oakland, CA



Remote Type



Fully Remote



Position Type



Full-Time



Job Category



Information Technology



Application Support Administrator



Reading Partners is changing the education landscape. We are a leader in working to solve the literacy crisis in our country by leveraging community volunteers in under-resourced schools. Our diverse and expansive volunteer base provides one-on-one tutoring to students twice weekly, and our program is proven to help children master the reading fundamentals they need to unlock their potential as successful, happy, and confident readers in school and life. Our people are our heartbeat and our greatest resource; we are all passionately rallied around our mission to help children become lifelong learners by empowering communities to provide individualized instruction that works. Join our stellar team leading the charge to deepen our impact and expand our service. to learn more about Reading Partners.



The high level:



Reading Partners uses virtual learning to conduct thousands of tutoring sessions monthly. Our volunteer tutors access the system remotely and connect with students in their classrooms. We are close to completing the development of our next-generation tutoring program, Reading Partners Connects (RPCx) 2.0, to improve the experience for both students and tutors. RPCx 2.0 will deliver more engaging and interactive lessons while being easier to use for students and tutors. The Application Support Administrator serves as the first point of contact for any issues that arise.



Reporting to the Director of Information Technology, the Application Support Administrator?s primary role is coordinating support for Reading Partners Connects 2.0. This position will work with Reading Partners staff, tutors, and Americorps Members to ensure the smooth operation of this critical application.



In addition to RPCx administration, the Application Support Administrator is responsible for effectively provisioning, administration, and maintenance of other Reading Partners? systems and software that serve as the backbone of our IT environment. This position safeguards the confidentiality, integrity, and availability of Reading Partners data, ensuring that our staff members have the appropriate level of access to our systems as needed for their job functions, and follow procedures that align with organizational values and policies.



What you?ll do:



Reading Partners Connects (RPCx 2.0) Administration



First and second-level support for Reading Partners? Connects, our proprietary tutoring platform based on AWS technologies.



User provisioning and de-provisioning.



Assist with password resets and lockouts.



Help with any Network, OS, and browser troubleshooting to ensure users can access the system.



Provide training to users on the operation of the application. Create and maintain user documentation.



Support content updates to the lessons as needed.



Escalate complex issues to tier 3 support.



Track issues in our ticketing system.



Assist with reporting and dashboard creation.



User Support



First point of contact for Reading Partners' critical infrastructure (Identity management, mobile device management, vulnerability management, network administration, Enterprise-wide email, cloud storage and backup, productivity suites, contract management, Intranet, web conferencing, VoIP phones, Service ticket management, project management).



Triage incoming tickets to determine the root cause, and address the issue if possible.



Assist with password lockouts and resets.



Create dashboards and reports to help manage costs and gauge the usage of different components of the systems.



Provide training as needed.



Create and maintain user documentation.



Escalate to tier 3 support, if necessary.



Application Administration



Administer other Reading Partners? systems (described in the User Support section).



Ensure that all applications are working as desired.



Provision user accounts with appropriate levels of access and permissions.



Deprovision accounts in a timely manner.



Audit application usage to ensure license compliance.



Monitor logs for anomalies and take corrective action.



How you?ll do it:



Technical Expertise: Demonstrate a technical savvy to leverage the administrative tools available for RPCx and all RP systems within the IT portfolio?the ability to learn quickly in a fast-paced environment. If you don?t know the answer, you know where to find it.



Communication: Effectively and efficiently communicate with a wide variety of staff and stakeholders across all levels of the organization via email, phone, and video conferencing.



Service Orientation: Maintain a positive, open attitude and collaborative approach toward working with others. Provide excellent customer service.



Detail Orientation: Demonstrate an ability to see and pay attention to details, recognize the component parts of a process, and verify the correctness and/or errors in parts of the process.



Results Orientation: Demonstrate an ability to identify actions necessary to achieve goals and maintain results. Able to meet schedules, deadlines, etc.



What we offer:



Reading Partners? compensation and benefits programs are designed to attract, motivate, engage, and retain top talent to propel our mission forward. We aim to set salaries based on objective, external, high-quality market data. Our salaries are adjusted for candidates in different geographic regions. We do our very best to ensure that we?re bringing our best offer - therefore, we do not engage in salary negotiations.



This is a full-time, non-exempt hourly position. The pay range for this position is $33/hr to $39/hr and is contingent on geographic location. After submitting an application, candidates who move forward in the hiring process are provided with the salary for their geographical location.



We offer a comprehensive benefits package, including medical, dental, vision, disability, life insurance, flex spending accounts, generous paid time off, commuter benefits, an Employee Assistance Program (EAP), and currently a 403(b) match option.



Professional development reimbursement funds up to $1,000 per year.



We offer an exciting and dynamic culture, and we commit to investing in and supporting our amazing people to grow their careers with us.



The other things you need to know:



Hours: The hours for this position are 8:00 am - 4:30 pm Eastern Time.



Typical Physical & Mental Demands: Requires prolonged sitting with some bending, stooping, stretching, eye-hand coordination, and manual dexterity sufficient to operate a keyboard, telephone, photocopier, calculator, and other office equipment. Requires normal range of hearing and eyesight to communicate with volunteers and staff. Also requires flexibility to readily adapt to a changing environment.



What?s Next?



If you?re interested in joining our Reading Partners team, please submit the following application materials to our online job posting:



A cover letter describing your interest in Reading Partners and how your past experience has prepared you for this role. Please include your salary needs.



Resume



At Reading Partners, we respect and honor the diversity in our workforce, and we are an Equal Opportunity Employer.



Qualifications



About you



You?ll be successful in this role if you have:



4+ years? experience with Mac and Windows administration and support (We have 80% Mac, 15% Chromebooks, and 5% Windows)



3+ years? experience in user support for enterprise-wide systems (Identity management, mobile device management, vulnerability management, network administration, productivity suites, Enterprise-wide email)



2+ years supporting cloud-based applications (particularly Amazon Web Services technologies), storage and backup, Intranet, web conferencing, VoIP phones, Service ticket management, and project management.



Experience with scripting (R-script, Python) and automation preferred



Advanced knowledge of system vulnerabilities and security issues of IT-managed systems



Boast a deep belief in our mission



Root your work in our



Can prove eligibility to work legally in the U.S.



Hold a bachelor?s degree or equivalent experience.



COVID-19 vaccination is required unless a medical or religious accommodation is requested and approved. Please review our .



Bonus Points if you:



Are an AmeriCorps, Peace Corps, or other national service alum/alumna



Have experience working in the launch or growth phases of organizations

Expected salary: $33 - 39 per hour

Location: Oakland, CA

Apply Job!