IT Support Analyst

Requirements

• 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
• 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 San Mateo CA, Austin TX, and New York NY. If you need to travel to make these meetups, Upstart will cover all travel related expenses.
• #LI-REMOTE
• #LI-NotApplicable
• #LI-Internship --> use for internships
• #LI-Entry --> use for new graduate roles, L1, L2
• #LI-Associate --> use for L3, L4
• #LI-MidSenior --> use for L5, L6
• #LI-Director --> use for L7
• #LI-Executive --> use for L8+
• 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.
• Columbus, OH - Anticipated Hourly Rate Range
• $42.93 - $58 USD
• What you'll love
• At Upstart, our benefits are designed to support your health, financial well-being, family, and pers

Benefits

Additional Information

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 1,800 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 (opening Summer 2026), 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.

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