IT Support Technician, Betterment

• Minimum 2 years experience supporting a Mac environment, prioritizing a white glove experience
• Ability to educate employees to help themselves with basic help requests
• Excellent verbal and written communication skills with a focus on providing excellent documentation
• The ability to work efficiently and expedite tasks in a timely manner while being proactive on seeking support
• Experience troubleshooting iOS and Android devices
• Experience with audio/visual equipment, conference room displays, and Zoom video conference systems
• Experience or familiarity with a range of management and productivity software, including ticketing systems and administration with Confluence, GitHub, Okta, Office 365, Creative Cloud, Slack and Google Workspace
• Experience with setting up and distributing computers
• Comfortable with leading onboarding classes
• Basic networking knowledge
• Ability to exert up to 50 pounds of force frequently to lift, carry, push, pull, or otherwise move objects

Desirable

• In this role, you will be the company’s first line of support for all requests that come through the IT ticketing system
• You will be assisting our hybrid workforce in-person and through email, Slack, and Zoom
• When you aren’t tackling requests, you are managing our inventory, preparing hardware for deployment, or taking advantage of our sandbox environments or development resources to learn how to use our tools to further enhance your skill set
• Work on support requests and provide excellent written communication through Zendesk
• Resolve issues revolving around access to applications behind Okta, managing mailboxes and email groups, and assist with hardware troubleshooting
• Identify trending issues and escalate appropriately to the necessary team members
• Manage our IT inventory, ensuring high-valued assets are tagged and assigned appropriately - This includes all IT-owned hardware & licenses such as; laptops, cameras, TVs, mics, speakers, mobile devices, etc
• Procure, prepare, and ship out hardware to newly hired Betterment employees
• Troubleshoot audio/visual problems in our conference rooms
• Assist with onboardings and offboardings, ensuring access, systems and hardware are enabled or disabled accordingly
• Own your personal development, attending conferences or classes to further your skills and knowledge
• Engage in our on-call rotation as required, helping us enhance our support to the organization

• 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