IT Support Analyst

Best Egg • Wilmington, DE

1d

About The Position

Best Egg is a market-leading, tech-enabled financial platform dedicated to helping individuals build financial confidence through various installment lending solutions and financial health tools. The company aims to empower customers to make informed financial decisions and maintain financial stability. Best Egg is set to be acquired by Barclays in Q2 2026, an acquisition expected to provide significant resources, capital, and enhanced growth opportunities for employees within a global brand. The company is seeking collaborative, innovative team players who enjoy problem-solving and are motivated by growth. The IT Support Analyst role is crucial for supporting internal users, ensuring that service levels are met, and customer expectations are satisfied. This includes managing support tickets to adhere to defined SLAs and performance standards. Additionally, the IT Support Analyst will be responsible for onboarding new users, which involves setting up computers via Mobile Device Management (MDM) and other standard hardware to ensure technology is ready before their start date.

Requirements

• Associate (2-year) degree in Computer Information Technology or an equivalent amount of work experience and certifications.
• 1-2 years of Desktop Support and customer service experience.
• 1-2 years supporting a cloud environment tech stack (Office 365, Azure, Slack, etc.)
• 1-2 years of experience working in a ticketing system (JSM, Service Now, etc.)
• 1-2 years of Mobile Device Management (MDM) experience, such as Intune or Jamf.
• An overall can-do attitude, the ability to grasp new concepts quickly, and the willingness to adapt to a dynamic work environment.
• Organized with the ability to prioritize and work with deadlines.
• Problem-solving techniques and demonstrated ability to work independently and as a member of multi-disciplined teams.
• Ability to evidence initiative, level of analytical reasoning, teamwork and ability to collaborate, adaptability, and strength in verbal and written skills by completing a separate candidate assessment.

Responsibilities

• Responsible for supporting workstations, by working directly with internal users.
• Manage support tickets; incidents and service requests to ensure they are being addressed within SLAs.
• Respond to tickets, emails, telephone calls, and personal requests for technical support.
• Monitor, track, and document tickets to ensure timely resolution.
• Identify, research, and resolve technical issues.
• Verify tickets meet Service Level Agreements to set expectations and measure performance.
• Review survey feedback to improve support experience, tools, and services.
• Onboarding for all new employees, ensuring technology equipment is in place and standard access accounts created prior to start date.
• Manage all printers, ensuring they are functioning; working with vendor for support when needed.
• Maintain asset inventory of physical devices, software and applications.
• Tag all new equipment and input into asset inventory database.
• Responsible for yearly asset inventory audits, ensuring proper tracking of all assets.
• Setup and maintain video conferencing for users, devices, and conference rooms.
• Resolve video conferencing issues; escalating to vendor for support when needed.
• Ensure management is advised of events that may require additional support or escalation.
• Provide management with details regarding ticket escalation processes to ensure free flowing communication within the organization.
• Maintain a "Solutions" repository and ensure top quality solutions are available to all users.

Benefits

• Pre-tax and post-tax retirement savings plans with a competitive company matching program
• Generous paid time-off plans including vacation, personal/sick time, paid short-term and long-term disability leaves, paid parental leave, and paid company holidays
• Multiple health care plans to choose from, including dental and vision options
• Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
• Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs
• Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree