IT Support Analyst

Upstart•New York City, NY

2d•$44 - $60•Onsite

About The Position

Upstart's IT team helps Upstarters work productively, securely, and with minimal disruption across devices, identity and access, and core workplace technology. The team supports day-to-day IT operations while improving the systems, documentation, and processes that make support more consistent and scalable. 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.

Requirements

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.

Nice To Haves

Knowledge of IT operations and cloud-based workplace applications.
Ability to create or improve support workflows, documentation, and repeatable processes.

Responsibilities

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.

Benefits

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
Health Savings Account contributions from Upstart for eligible plans
Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage
Paid time off, sick and safe time, and company holidays
Paid family and parental leave to support caregiving and major life moments
Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving
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
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 and onsites, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!).