IT Support Technician

Betterment•New York City, NY

1d•Hybrid

About The Position

About Betterment Betterment is a leading, technology-driven financial services company that offers investing, savings and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission, to empower people to build wealth with confidence and ease. We’re headquartered in NYC and offer hybrid NY-based positions (four days/ week in-office, with no required office days during the summer and winter holidays). About the Role: 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. New York City: $82,500 - 96,500 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. For this role, we require in office attendance.

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