IT Support Analyst

Upstart•Columbus, OH

3d•$43 - $58•Onsite

About The Position

Upstart is seeking an IT Support Analyst to join their IT team. This role is instrumental in ensuring employees have the technology they need to be successful and productive. The IT team manages support, projects, and initiatives for technology at Upstart, handling everything from help desk inquiries to onboarding/off-boarding, troubleshooting network connections, system/application access, remote connections, and computer setup.

Requirements

Minimum of 2+ years of experience in a technical support or customer service environment supporting Mac OS.
Minimum of 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.
Ability to independently perform basic problem determination and root cause analysis regarding network, access, and general IT issues.
Experience or involvement with IT projects or large initiatives.
Proficient understanding of internal and external customer requirements.
Excellent written and verbal communication skills.
Ability to work with external vendors for services and support.

Nice To Haves

Strong familiarity with IT Operations and cloud applications.
Ability to create new support workflows.

Responsibilities

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.

Benefits

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
Health Savings Account contributions from Upstart for eligible plans (US only)
Income protection benefits, including life insurance and disability coverage for added financial security
Paid time off, sick leave, and company holidays, in line with local requirements
Paid family and parental leave to support caregiving and major life moments (duration varies by country)
Family-centered benefits to support fertility, parenthood, and caregiving needs
Employee Assistance Program (EAP) offering mental health support and life-centered resources
Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only)
Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
Connection and community through team events, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)