IT Support Specialist

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $31 billion in affordable and responsible credit to our 5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

We are seeking a talented IT Support Specialist to join our dynamic team in San Francisco. In this role you will be responsible for providing technical support to our internal users and ensuring operational efficiency of our IT systems. This position will be onsite in our downtown office 5 days per week.

What You’ll Do: 

• Provide configuration and troubleshooting support for MacOS and Windows environments.
• Support users, both in-office and remote, with any and all technical issues. 
• Track and maintain IT assets in the San Francisco office.
• Provide support and set up for audio visual equipment and video conferencing.
• Perform technical onboarding and offboarding of employees. 
• Provide end user support for Google Workspace.
• Support ongoing IT projects and be available for on-call.

What We Look For:

• 1+ years of experience in an IT role and Comptia A+ Certification.
• Experience troubleshooting and resolving issues with hardware and OS (macOS, Windows, ChromeOS).
• Familiarity with Chrome OS,  Windows, Mac OS, MFA, Basic Networking concepts 
• Familiarity with ticketing standards, practices, and workflows (Genesys, Zendesk, Atlassian (Jira, Confluence, Opsgenie). 
• Ability to lift up to 50 lbs.

Nice to Have:

• Experience troubleshooting VPN issues (OpenVPN, L2TP). 
• Experience resolving issues with Audio and Video conferencing equipment/software (Zoom, Google Meet, etc).
• Experience resolving issues with other 3rd party vendors (Kisi, TalkDesk, Polycom, Chromebox, Meraki, Tableau, Confluence, Dell, Chrome Remote Desktop, Okta, Slack, LexisNexis, insurance webapp products like B2B etc).
• Experience with Jamf and Intune. 
• Experience in any customer service role.

What We Offer You: 

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance 
• Flexible PTO
• Learning stipend for personal growth and development 
• Paid parental leave
• Health & wellness initiatives

#LI-Onsite

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.