IT Support Analyst

About Upstart

Upstart is an AI lending marketplace partnering with banks and credit unions to expand access to affordable credit.

Role

The IT Support Analyst helps ensure employees have the technology and support needed to be productive. The IT team handles help desk inquiries, employee onboarding and offboarding, network troubleshooting, system and application access, remote connections, and computer setup.

Responsibilities

• Keep help desk inquiries and requests organized and current in Jira Service Desk.
• Onboard and offboard employees, temporary employees, vendors, and contractors.
• Provide IT and application training to employees.
• Deliver excellent service to internal and external clients while minimizing disruptions to productivity.
• Document support tasks and create repeatable processes that can be taught to others.
• Identify recurring technology issues, proactively prevent problems, and develop resolution processes.
• Respond clearly and concisely to help desk inquiries.
• Resolve issues involving Okta, GSuite, Atlassian, Slack, and other systems.

Minimum Qualifications

• At least 2 years of technical support or customer service experience supporting Mac OS.
• At least 2 years of first- and second-level support experience with systems such as SSO (Okta), GSuite, Atlassian, Slack, MDM (Jamf), Zoom, and Meraki.
• Ability to independently perform basic problem determination and root cause analysis for network, access, and general IT issues.
• Experience or involvement with IT projects or large initiatives.
• Proficient understanding of internal and external customer requirements.
• Excellent written and verbal communication skills.
• Ability to work with external vendors for services and support.

Preferred Qualifications

• Strong familiarity with IT operations and cloud applications.
• Ability to create new support workflows.

Location and Travel

• Work from the Columbus office 5 days per week.
• The team operates on East/West Coast time zones.
• Attend on-site collaboration sessions for 3 days per quarter at other locations, including Burlingame, CA; Austin, TX; and New York, NY. Upstart covers travel-related expenses when travel is needed.

Compensation

• Anticipated hourly rate in Columbus: $43.70–$53.94 USD.
• Non-exempt position paid biweekly, with overtime eligibility for hours over 40 per workweek or over 8 per workday where required by state law.
• Compensation includes bonus opportunities and annual equity grants vesting quarterly.

Benefits

Full-time employee benefits include retirement matching, an employee stock purchase plan for eligible US employees, health coverage, eligible HSA contributions, life and disability insurance, paid time off and holidays, paid family and parental leave, family support benefits, an employee assistance program, financial wellness resources, annual wellness and productivity allowances, team events, employee resource groups, and office meals and snacks.

Application Accommodations

For reasonable accommodations during the application, interview, testing, or selection process, email candidate_accommodations@upstart.com.