IT Support Analyst

The Team

Our IT team manages support, projects, and initiatives for technology at Upstart. From help desk inquiries to onboarding and off-boarding employees,  troubleshooting employees’ network connections, system and application access, remote connections, and overall computer set-up. 

As an IT Support Analyst you would play an instrumental role in ensuring that our employees have the technology they need to be successful and productive in their roles.

How you’ll make an impact:

• Keep help desk inquiries and requests organized and up to date via internal ticketing system (Jira Service Desk).
• Onboarding and off-boarding of new employees, temporary employees, vendors, and contractors.
• Provide IT or application training to employees to ensure they have the technological resources and knowledge of how to use those resources to accomplish their responsibilities.
• Provide excellent service to internal and external clients; ensuring they feel that their problems are understood and addressed with minimal impact to the clients’ productivity.
• Document support tasks and create processes when needed in order to keep the IT team on the same page with how things are done, and that processes can be repeated or trained to others.
• Identify technological issue trends to proactively prevent problems and develop processes to resolve.
• Respond to help desk inquiries in a succinct and meaningful way.
• Resolve issues with Okta, GSuite, Atlassian, Slack, etc.

What we’re looking for: 

• Minimum requirements:
• Have 2+ years of experience in a technical support or customer service environment supporting Mac OS.
• Have 2+ years of work experience in first and second level support of systems such as SSO (Okta), GSuite, Atlassian, Slack, MDM (Jamf), Zoom, and Meraki.
• You are able to independently perform basic problem determination and root cause analysis regarding network, access, and general IT issues.
• Have experience or involvement with IT projects or large initiatives.
• Have proficient understanding of internal and external customer requirements.
• Have excellent written and verbal communication skills.
• Are able to work with external vendors for services and support
• Preferred qualifications:
• Have strong familiarity with IT Operations and cloud applications.
• You are able to create new support workflows.

Position Location - This role is available in the following locations: San Mateo 

Time Zone Requirements - This team operates on the East/West Coast time zones.

Travel Requirements - This team has regular on-site collaboration sessions. These occur 3 days per Quarter at the San Mateo office. If you need to travel to make these meetups, Upstart will cover all travel related expenses.