IT Support Specialist

The Role:

SoFi is seeking an IT Support Specialist! This position is primarily focused on desktop support responsibilities for internal team members and contractors. Some escalation support and moderately complex issues are expected.

What Youll Do:

Technical Support

• Triage assign and escalate support tickets
• Install configure and troubleshoot desktop/laptop systems (PC/Mac)
• Diagnose hardware and software issues across platforms
• Provide Level 2 escalation support and mentor Level 1 staff
• Manage multiple tickets while meeting service level agreements

System Administration

• Manage Okta identity and access management platform
• Maintain user accounts and access controls
• Image workstations and deploy software
• Apply system patches and updates

Infrastructure Management

• Configure and maintain network infrastructure (VLANs firewalls subnets)
• Set up voice and data equipment on telephony systems
• Troubleshoot printers copiers and A/V equipment
• Manage VPN configurations and remote access solutions
• Coordinate with software and equipment vendors

Operations

• Onboard and offboard employees with technology setup
• Track and audit inventory against asset management systems
• Manage device lifecycle - procurement deployment retirement
• Handle equipment transfers between sites
• Document IT policies and procedures

Project Management

• Prioritize competing requests and initiatives
• Manage IT projects from planning through implementation
• Coordinate resources and timelines across multiple locations
• Track project progress and communicate status updates

Compliance & Security

• Support SOC 2 Type 2 and ISO 27001 compliance efforts
• Gather evidence for security controls and audits
• Deploy endpoint protection and MDM policies
• Maintain compliance documentation

What Youll Need:

Technical Skills

• 2-3 years Service Desk or IT Support experience
• Deep knowledge of Windows and Mac OS in enterprise settings
• Understanding of networking concepts (OSI model VLANs subnets)
• Experience with Okta or similar identity management platforms
• VPN configuration experience
• ServiceNow platform experience

Soft Skills

• Strong customer service orientation
• Clear verbal and written communication
• Ability to multitask in fast-paced environments
• Team collaboration
• Problem-solving mindset
• Project management and prioritization skills

Physical Requirements

• Ability to lift 50 pounds
• Work with power tools and mounting equipment
• Must be able to commute to offices/branches in Sacramento Yuba City and Live Oak - sometimes on the same day

Nice to Have:

Preferred Qualifications

• A Certification
• Experience with Jira for task tracking
• Experience with Service Now or Jira Service Management
• Scripting and automation skills
• Previous fintech or regulated industry experience

Required Experience:

IC