IT Support Analyst

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: Upstart’s IT team helps Upstarters work productively, securely, and with minimal disruption across devices, identity and access, and core workplace technology. The team supports day-to-day IT operations while improving the systems, documentation, and processes that make support more consistent and scalable. As the IT Support Analyst at Upstart, you will provide frontline support for devices, access, and core SaaS tools while serving as the primary onsite IT presence in our New York City office. This role combines hands-on troubleshooting, ticket execution, onboarding and off-boarding support, and in-person office support, with opportunities to improve documentation, reduce recurring issues, and strengthen the employee experience. How you’ll make an impact Provide frontline IT support for Upstarters and key vendor groups across devices, identity and access, and core SaaS applications, including Okta, Google Workspace, Atlassian, Slack, and other workplace tools. Keep help desk inquiries, service requests, and support work organized and up to date through the internal ticketing system, ensuring timely, clear, and effective resolution. Troubleshoot and resolve a broad range of moderately complex hardware, software, access, and general IT issues with minimal disruption to employee productivity. Support onboarding and offboarding for employees, temporary workers, vendors, and contractors, including device provisioning, account access, and systems setup. Serve as the primary onsite IT support presence in the New York City office, helping employees stay productive during day-to-day operations, high-visibility meetings, and team onsites. Deliver IT guidance and application support that helps employees effectively use the tools and resources they need to do their work. Document support tasks, workflows, and repeatable processes to improve team consistency, knowledge sharing, and training. Identify recurring issue trends and help improve documentation, workflows, and service standards to reduce future tickets and strengthen the overall support experience. Minimum Qualifications 2+ years of experience in a technical support, IT support, or customer service environment supporting macOS. 2+ years of experience providing first- and second-level support for workplace technologies such as SSO (Okta), Google Workspace, Atlassian, Slack, MDM (Jamf), Zoom, and Meraki. Experience independ