IT Support Analyst

About Upstart

We’re 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 doesn’t mean distant. We’re 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, you’ll have the support to work in the way that works best for 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 you’ll 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 we’re 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 - 5 days a week 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 our other locations including Burlingame CA, Austin TX, and New York NY. If you need to travel to make these meetups, Upstart will cover all travel related expenses.

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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.

Columbus, OH - Anticipated Hourly Rate Range

$43.70—$53.94 USD

What you'll love

At Upstart, our benefits for full-time employees are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
• Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
• Health Savings Account contributions from Upstart for eligible plans (US only)
• Income protection benefits, including life insurance and disability coverage for added financial security
• Paid time off, sick leave, and company holidays, in line with local requirements
• Paid family and parental leave to support caregiving and major life moments (duration varies by country)
• Family-centered benefits to support fertility, parenthood, and caregiving needs
• 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 (US Only)
• 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, all-company updates, and employee resource groups (ERGs)
• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City