IT Support Analyst
IT Support Analyst
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Job Description
About Upstart
Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstarts 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. More than 80% of borrowers are approved instantly with zero documentation to upload.
Upstart is a digital-first company which means that most Upstarters live and work anywhere in the United States. However we also have offices in San Mateo California; Columbus Ohio; and Austin Texas.
Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart wed love to hear from you!
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 youll 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 were 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 - Hybrid into Columbus office
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 or Columbus office. If you need to travel to make these meetups Upstart will cover all travel related expenses.
This is a Non-Exempt position. Employees in this position are paid an hourly pay rate on a bi-weekly basis and are eligible to receive overtime pay for any hours worked over 40 in a work week or over 8 in a work day if required by state law.
Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures backgrounds perspectives and experiences and know that we can only become better together.
If you require reasonable accommodation in completing an application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please email
IC
Employment Type
Full Time
Key Skills
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