Remote IT Support Analyst Needed at Upstart Upstart

Digitaltidewave; United States; Remote; USD 42,000 - 59,000; Full time

Job summary

An innovative company is seeking an IT Support Analyst to join their remote team. In this role, you will ensure employees have the technology they need to thrive in their positions. Your responsibilities will include managing help desk inquiries, onboarding new hires, and providing exceptional support for various applications and systems. This is a fantastic opportunity to contribute to a dynamic team and help drive technological success within the organization. If you have a passion for IT support and a desire to make a difference, this role is perfect for you.

Qualifications

• 2+ years in technical support or customer service, particularly with Mac OS.
• Experience with SSO, GSuite, Atlassian, and Slack support.

Responsibilities

• Organize help desk inquiries and manage onboarding/offboarding of employees.
• Provide IT training and support to ensure employee productivity.

Skills

Technical Support

Customer Service

Mac OS

Problem Determination

Communication Skills

Tools

Okta

GSuite

Atlassian

Slack

Jamf

Zoom

Meraki

Jira Service Desk

Job description

Job role:IT Support Analyst

Company name: Upstart

Location:Remote, USA

Salary: $42,000 – $59,000 Anually

Read also:Data Architect- Senior Associate| Remote Needed at PwC

About the Job:Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart’s AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand.

Role Overview

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.

Responsibilities in this Role

• 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.

Required Qualifications/Experience

• 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.

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