IT Support Analyst

About Upstart

At Upstart were united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day we bring creativity experimentation and advanced AI to reshape access to credit helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace we partner with banks and credit unions to expand access to affordable credit through technology thats both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1800 signals powering smarter fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea every voice and every contribution moves us closer to a world where credit never stands between people and their financial progress.

Were proudly digital-first giving most Upstarters the flexibility to do their best work from wherever they thrive alongside teammates across 80 cities in the US and Canada. Digital-first doesnt mean distant. Were intentional about in-person connection through team onsites planning sessions and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus Austin the Bay Area or New York City (opening Summer 2026) youll have the support to work in the way that works best for you.

If youre energized by tackling meaningful problems excited to innovate with purpose and motivated by work that truly matters wed love to hear from you.

The Team:

Upstarts IT team helps Upstarters work productively securely and with minimal disruption across devices identity and access and core workplace technology. The team supports day-to-day IT operations while improving the systems documentation and processes that make support more consistent and scalable.

As the IT Support Analyst at Upstart you will provide frontline support for devices access and core SaaS tools while serving as the primary onsite IT presence in our New York City office. This role combines hands-on troubleshooting ticket execution onboarding and off-boarding support and in-person office support with opportunities to improve documentation reduce recurring issues and strengthen the employee experience.

How youll make an impact

• Provide frontline IT support for Upstarters and key vendor groups across devices identity and access and core SaaS applications including Okta Google Workspace Atlassian Slack and other workplace tools.
• Keep help desk inquiries service requests and support work organized and up to date through the internal ticketing system ensuring timely clear and effective resolution.
• Troubleshoot and resolve a broad range of moderately complex hardware software access and general IT issues with minimal disruption to employee productivity.
• Support onboarding and offboarding for employees temporary workers vendors and contractors including device provisioning account access and systems setup.
• Serve as the primary onsite IT support presence in the New York City office helping employees stay productive during day-to-day operations high-visibility meetings and team onsites.
• Deliver IT guidance and application support that helps employees effectively use the tools and resources they need to do their work.
• Document support tasks workflows and repeatable processes to improve team consistency knowledge sharing and training.
• Identify recurring issue trends and help improve documentation workflows and service standards to reduce future tickets and strengthen the overall support experience.

Minimum Qualifications

• 2 years of experience in a technical support IT support or customer service environment supporting macOS.
• 2 years of experience providing first- and second-level support for workplace technologies such as SSO (Okta) Google Workspace Atlassian Slack MDM (Jamf) Zoom and Meraki.
• Experience independently troubleshooting and resolving network access device and general IT support issues.
• Experience participating in IT projects or larger operational initiatives.
• Experience working with internal stakeholders and external vendors to support services issue resolution or office technology needs.
• Proficient written and verbal communication skills in employee-facing support environments.
• Ability to identify support trends and recommend process improvements to reduce recurring issues.
• Understanding of internal and external customer support needs in a fast-paced environment.

Preferred Qualifications

• Knowledge of IT operations and cloud-based workplace applications.
• Ability to create or improve support workflows documentation and repeatable processes.

Position location This role is available in the following locations: New York City NY.

In-Office requirements. You will be expected to work from the New York City office to provide onsite IT support including support for quarterly onsites and other in-person events.

Travel requirements This role also includes regular in-person support in the New York City office and participation in quarterly onsites as needed.

What youll love

At Upstart our benefits are designed to support your health financial well-being family and personal growth. Heres what you can expect:

• Competitive compensation including base pay bonus opportunities and annual equity grants that vest quarterly
• Generous 401(k) plan with Upstart matching $2 for every $1 contributed up to $15000 per year
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
• Affordable medical dental and vision coverage with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
• Health Savings Account contributions from Upstart for eligible plans
• Income protection benefits including company-paid Basic Life AD&D and Short- and Long-Term Disability coverage with options to purchase supplemental coverage
• Paid time off sick and safe time and company holidays
• Paid family and parental leave to support caregiving and major life moments
• Family-centered benefits through Carrot and Cleo supporting fertility parenthood and caregiving
• Employee Assistance Program (EAP) offering mental health support and life-centered resources
• Financial wellness resources including access to financial planning tools and a financial concierge service
• Annual wellness allowance to support your physical and emotional well-being and personal development based on what matters most to you
• Annual productivity allowance to invest in relevant tools and resources you need to do your best work no matter where you work from
• Connection and community through team events and onsites all-company updates and employee resource groups (ERGs)
• Onsite perks including catered lunches and fully stocked micro-kitchens when working from one of our four offices located in the Bay Area Austin Columbus and New York City (opening Summer 2026!).

Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all we are committed to inclusive and fair hiring practices.

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

Experience:

IC