IT Support Analyst
Upstart
$44 - $54 / hour
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Description
About Upstart
At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.
As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3,000 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.
We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City, you’ll have the support to work in the way that works best for you.
If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.
The Team
Our IT team manages support, projects, and initiatives for technology at Upstart. From help desk inquiries to onboarding and off-boarding employees, troubleshooting employees’ network connections, system and application access, remote connections, and overall computer set-up.
As an IT Support Analyst you would play an instrumental role in ensuring that our employees have the technology they need to be successful and productive in their roles.
How you’ll make an impact:
- 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.
What we’re looking for:
- Minimum requirements:
- Have 2+ years of experience in a technical support or customer service environment supporting Mac OS.
- Have 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.
- You are able to independently perform basic problem determination and root cause analysis regarding network, access, and general IT issues.
- Have experience or involvement with IT projects or large initiatives.
- Have proficient understanding of internal and external customer requirements.
- Have excellent written and verbal communication skills.
- Are able to work with external vendors for services and support
- Preferred qualifications:
- Have strong familiarity with IT Operations and cloud applications.
- You are able to create new support workflows.
Position Location - 5 days a week into Columbus office
Time Zone Requirements - This team operates on the East/West Coast time zones.
Travel Requirements - This team has regular on-site collaboration sessions. These occur 3 days per Quarter at our other locations including Burlingame CA, Austin TX, and New York NY. If you need to travel to make these meetups, Upstart will cover all travel related expenses.
#LI-Associate --> use for L3, L4
This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law.
What you'll love
At Upstart, our benefits for full-time employees are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:
- 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
For roles based in Canada, please note that we are not currently able to hire in Quebec.
Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.
If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com
Benefits
- health insurance
- 401(k)
- paid time off
- stock options
- parental leave
- life insurance
- sick leave
About this role
Upstart's IT Support Analyst role is a temporary, remote-based position supporting the company's internal technology operations from Columbus, Ohio. You'd spend five days per week in the office managing help desk tickets, onboarding and offboarding employees, and troubleshooting issues across tools like Okta, GSuite, Slack, and Jamf. The work involves both reactive support—resolving network and access problems—and proactive contributions, such as documenting processes, identifying issue trends, and training employees on technology systems. You'd also participate in quarterly in-person collaboration sessions at Upstart's other offices, with travel expenses covered.
This role suits someone with at least two years of hands-on technical support experience, ideally with Mac OS environments and first or second-level support of cloud and identity management systems. You'll need strong problem-solving skills, the ability to communicate clearly with both technical and non-technical users, and comfort working independently to diagnose and resolve issues. Experience with IT projects and vendor management is expected; familiarity with IT operations and the ability to design support workflows would strengthen your candidacy.
The position pays $43.70 to $53.94 per hour and includes standard benefits: a 401(k) match, health coverage, paid time off, and an Employee Assistance Program. As a non-exempt role, you're eligible for overtime pay.
Typical pay for this role
$100,000
Typical range: $60,000 to $120,000
This role's local market on JobMinglr
Pay for this role
$44 to $54 per hour
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