IT Support Analyst, Upstart

• 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

Desirable

• 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
• 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