IT Support Technician

Betterment • New York, NY

34d • Onsite

About The Position

The IT team works closely with all Betterment employees and across all of the technologies they rely on every day. We are responsible for access management, SaaSops, traditional software, hardware, and the networking infrastructure at our offices. We are committed to automating as much as possible to make it easier for our staff to support themselves, while still providing them white-glove service. We are always looking at the latest tech to see how we can incorporate it into the business and working with Procurement to roll it out to staff. We work closely with Security to make sure our staff is kept safe through our Mac-based management tool. We know the right tools and automation are a force multiplier for the continued success of a fast growing business.
As an IT Support Technician, you will provide second-line support and act as an escalation point for our IT Support Associates. You’ll troubleshoot complex requests, manage hardware deployments, administer SaaS platforms, and lead onboarding sessions. This role requires strong documentation skills and the ability to work independently on recurring IT operations.
This role is based out of our NYC office. Below we've reflected the base salary range we would offer for this position. Actual salaries may vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Betterment’s total compensation package for employees.

Requirements

• Minimum 2 years of experience supporting a macOS environment, with a strong emphasis on white-glove support
• Strong documentation and communication skills
• Demonstrated ability to lead user onboarding sessions
• Experience managing SaaS platforms, including Okta, Google Workspace, and Office 365
• Troubleshooting skills for hardware, macOS, iOS, and Android devices
• Ability to educate users on resolving basic IT issues independently
• Experience with A/V systems, Zoom Rooms, and conference displays
• Familiarity with the administration of management and productivity platforms, including: Ticketing systems (e.g., Zendesk) Okta, Office 365, Slack, Google Workspace Confluence, GitHub, Creative Cloud
• Comfortable with basic networking and remote troubleshooting
• Ability to exert up to 50 pounds of force frequently to lift, carry, push, pull, or otherwise move objects

Nice To Haves

• CompTIA A+, BetterCloud, or Okta Certified Professional certification
• Experience with JAMF, Meraki, or similar management platforms
• Experience working with e-waste vendors
• Experience with asset management and license tracking systems

Responsibilities

• Own support requests in Zendesk with clear and thorough documentation
• Act as an escalation point for IT Support Associates (L1)
• Troubleshoot access issues, SaaS applications, email group management, and hardware diagnostics
• Procure, configure, and ship laptops and accessories to staff
• Identify and escalate trending issues to the appropriate teams
• Assist with inventory tracking and asset tagging for IT-owned hardware and software licenses (e.g., laptops, cameras, TVs, mics, mobile devices)
• Lead new hire onboarding sessions and provide 1:1 technical support
• Support and troubleshoot A/V systems in conference rooms
• Coordinate user provisioning and deprovisioning during onboarding and offboarding
• Provide internal training and documentation to improve team knowledge
• Participate in the on-call rotation to support business continuity
• Pursue professional development by attending conferences, training, or certifications

Benefits

• We offer a competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits, FSA/HSA, and 401(k) with employer match as well as a flexible PTO policy.
• A competitive suite of benefits, including: medical, dental, and vision insurance; life and AD&D insurance; STD and LTD benefits, including infertility support and World Professional Association for Transgender Health approved benefits; and generous parental leave.
• Flexible paid time off (and encouragement to use it!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed