Upstart is seeking an IT Support Analyst to provide frontline support for devices, access, and core SaaS tools, with a focus on troubleshooting and resolving IT issues in a fast-paced environment. The ideal candidate will have 2+ years of experience in technical support, IT support, or customer service, with a focus on macOS and SaaS applications. The role will involve working from the New York City office, with regular in-person support and participation in quarterly onsites as needed.
Requirements
- 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
- Knowledge of IT operations and cloud-based workplace applications
- Ability to create or improve support workflows, documentation, and repeatable processes
Benefits
- Competitive compensation
- Bonus opportunities
- Annual equity grants
- Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
- Affordable medical, dental, and vision coverage
- Health Savings Account contributions from Upstart for eligible plans
- Income protection benefits
- Paid time off, sick and safe time, and company holidays
- Paid family and parental leave
- Family-centered benefits through Carrot and Cleo
- Employee Assistance Program (EAP)
- Financial wellness resources
- Annual wellness allowance
- Annual productivity allowance
- Onsite perks
