IT Support Technician

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 $33 billion in affordable and responsible credit to our 5.5M 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 1850 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 Technician to join our dynamic team in Irvine. 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 Irvine office 5 days per week.

What You’ll Do: 

• Provide configuration and troubleshooting support for Mac OS and Windows environments.
• Resolve any issues related to our infrastructure, both internally hosted and cloud-based such as email, printers, wired and wireless networks, video conferencing and VPN.
• Track and maintain IT assets in the Irvine, CA office.
• Provide support and set up for audio visual equipment and video conferencing.
• Perform technical on-boarding of employees. 
• Provide end user support for G Suite.
• Support ongoing projects.
• Ability for on-call.

What We Look For:

• Experience with client application installations, patching, security and update procedures – iOS, Windows, ChromeOS and MacOS.
• Experience troubleshooting and resolving issues with hardware and OS.
• Experience with device management, inventory systems and methods. 
• Familiarity with ticketing standards, practices, and workflows (Genesys, Zendesk, Atlassian Jira, Confluence, Opsgenie). 
• Experience with OS installation and imaging. 
• Experience resolving issues with Audio and Video conferencing equipment/software (Zoom, Google Meet, etc).
• Ability to work independently on-site or as part of a team remotely.
• Ability to lift up to 50 lbs.

Nice to Have:

• Experience troubleshooting VPN issues (OpenVPN, L2TP). 
• Experience resolving issues with other 3rd party vendors (Kisi, TalkDesk, Polycom, Chromebox, Meraki, Tableau, Confluence, Dell, Chrome Remote Desktop, Okta, Slack, Lexis Nexis, insurance webapp products like B2B etc).

What We Offer You: 

• Competitive salary and stock option plan.
• 100% paid coverage of medical, dental and vision insurance. 
• Flexible PTO.
• 401(k) retirement plan and company match program.
• Annual stipend for external professional growth, learning, and development.
• Paid parental leave.
• Health & wellness initiatives.

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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.