IT Support Associate , Betterment

• Minimum 6 months of experience in IT support or a customer service-related technical role, with a focus on white-glove service
• Familiarity with macOS environments
• Excellent communication skills and a willingness to document processes
• Strong prioritization and time management skills
• Ability to explain technical concepts to non-technical users
• Experience troubleshooting iOS and Android devices
• Experience using audio/visual tools like Zoom or Google Meet
• Familiarity with management and productivity platforms such as: Slack, Google Workspace, macOS, ticketing systems (e.g., Zendesk)
• Willingness to learn foundational networking concepts
• Ability to exert up to 50 pounds of force frequently to lift, carry, push, pull, or otherwise move objects

Desirable

• As an IT Support Associate, you will be the first line of support for all requests that come through the IT ticketing system
• This entry-level position is a great opportunity to gain hands-on experience across a wide range of technologies
• You will assist our hybrid workforce both in-person and through email, Slack, and Zoom
• Under the guidance of senior team members, you’ll support employees with basic troubleshooting, maintain inventory, and participate in hardware deployments
• Triage incoming IT Support requests via Zendesk and Slack
• Gather basic information and escalate more complex issues to IT Support Technicians
• Perform first-level diagnostics for hardware and software under supervision
• Provide hands-on support to staff in the NYC office
• Guide users through common issues like password resets, network checks, and printer setup
• Assist with managing IT inventory, ensuring devices are tagged and tracked appropriately
• Prepare and ship hardware to staff
• Troubleshoot basic audio/visual problems in conference rooms
• Assist with onboarding and offboarding tasks as directed by our IT Support Administrator
• Shadow onboarding sessions led by more senior IT staff to build familiarity with internal tools and procedures
• Attend conferences or training sessions to enhance your skills and knowledge
• Participate in on-call rotation as required

• We’ll take a few weeks to review all applications. If we’d like to spend more time with you, we’ll reach out to arrange next steps, which will include 3-4 sets of meetings with your future colleagues
• In the interview process, we’ll look to learn more about your skills, experiences, capabilities, and motivators. Many of our questions will be aimed at understanding how you might operate here at Betterment. Depending on the role, we may ask you to complete a case study exercise or technical assessments, as we want to collect a robust set of data points to better inform our decisions
• On average, it takes us around 3-5 weeks to make a hiring decision, depending on your availability and sense of urgency. As a best practice, we aim to interview at least 2-3 final round candidates before making a hiring decision. Please note that, as we usually receive an overwhelming number of applications for open positions, we’re unable to offer individual feedback during the interview process