IT Support Analyst, Upstart

• 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

Desirable

• 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
• 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
• This team operates on the East/West Coast time zones