IT Support Analyst

The Team

Our IT Department manages support, projects, and initiatives for technology at Upstart.  One of the functions of the IT department is the end user services team that consists of Support Analysts and Engineers.  The End User Services function is looking for an IT Support Analyst that will support IT roadmap projects.  

As the IT Support Analyst at Upstart, you will play an instrumental role in ensuring that our employees have the technology they need to be successful and productive in their roles. This role is ideal for someone who thrives in fast-paced environments, has experience supporting VIP end users, and can partner on cross-functional projects across IT infrastructure, AV services, and core IT operations.

Position Location - This role is available in the following locations: San Mateo, CA

*This is NOT a remote position.  Regular onsite attendance is required at Upstart's San Mateo, CA office 5 days/week* 

Time Zone Requirements - This team operates on the East/West Coast time zones.

Travel Requirements - Travel may be required on occasion. If you need to travel to make these meetups, Upstart will cover all travel related expenses.

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.