IT Support Specialist

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7 million customers access over $40 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $6.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. 

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role:

We are seeking a talented IT Support Specialist to join our dynamic team in Wilmington. 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 Wilmington 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 Wilmington, DE 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
• Competitive 401(k) and RRSP program
• Opportunities for professional growth and development 
• Paid parental leave
• Health & wellness initiatives

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.

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.