It Support Administrator

The IT team collaborates closely with all staff, and across all technology that Betterment relies on every day, striving to provide best in class service.

The IT Support team is integral to Betterment, engaging directly with all employees and the diverse range of technologies they depend on daily. Our responsibilities encompass access management, overseeing the hardware lifecycle, refining user experience processes, addressing software and hardware problems, and overseeing the office's audio-visual setup. We aim to maximize automation to simplify self-support for our team members, yet we ensure they receive personalized, high-quality service. Collaborating closely with the Security team, we utilize our Mac-based management tools to safeguard our staff effectively. We believe that the appropriate tools and automation significantly contribute to the scalability and success of our rapidly expanding business.

In this role, you will be part of the company's first line of support for all requests that come through the IT ticketing system. You will be assisting our hybrid workforce in-person and through email, Slack, and Zoom. When you aren't tackling requests, you are reiterating our inventory process, preparing hardware for deployment, taking part in internal project initiatives or taking advantage of our sandbox environments or development resources to learn how to use our tools to further enhance your skill set. The ideal candidate will possess advanced troubleshooting skills; be capable of providing expert assistance with IT Support escalations; confidently and comfortably administer, modify, and enhance IT Support systems; and eager to deploy new features and improvements.

This role is based out of our NYC office. Below we've reflected the base salary range we would offer for this position. Actual salaries may vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Betterment's total compensation package for employees. 

• New York City: $90,000 - $100,000

We offer a competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits FSA/HSA, and 401(k) with employer match as well as a flexible PTO policy. This job may also be eligible for variable compensation in the form of a company incentive bonus.  For jobs based out of our NYC HQ, we require in office attendance Tuesday through Thursday, weekly.

• Serve as a technical resource and escalation for the IT Support team and technical partners for our cross-functional collaborators.
• Work with other IT Support members to distribute tickets and help as necessary
• Deliver outstanding service to the Betterment organization by promptly responding to IT support requests via Zendesk
• Own our Asset Management process - reiterating on our current process and improving how we asset tag, track, and assign our high-value assets and improving on asset recovery
• Oversee the procurement, preparation, and shipment of hardware for new hires, ensuring they have the tools needed from day one
• Act as one of our Audio-Visual subject matter experts and help maintain our current conference rooms and Town Hall experience, as well as architect improvements based on Betterment's growth and security requirements
• Assist in administration, documentation, maintenance and monitoring of Google Workspace, Bettercloud, Slack, Zoom, Atlassian suite and other SaaS-based services
• Monitor, troubleshoot and resolve incidents related to our SaaS services and applications making configuration changes as required following our Change Management Process
• Take part in the IT Onboarding process, providing new hires an excellent Day One experience
• Own your personal development, attending conferences or classes to further your skills and knowledge
• Participate in an on-call rotation, providing exceptional support to the organization outside of regular business hours

• Minimum 4 years experience supporting a Mac and Windows environment
• Excellent verbal and written communication skills with a focus on providing excellent documentation
• Actively looking for opportunities to mentor junior IT Support members 
• Ability to educate employees to help themselves with basic help requests
• Strong experience with audio/visual equipment, conference room displays, and Zoom video conference systems
• Strong experience with a range of management and productivity software, including Zendesk, Jamf, Confluence Administration, GitHub (administration and pushing code), Bettercloud, Okta Administration, Slack and Google Workspace 
• Experience owning and maintaining an asset management solution
• Experience troubleshooting iOS and Android devices
• Strong sense of professionalism with an ability to maintain solid working relationships
• The ability to work efficiently and expedite tasks in a timely manner while being proactive on seeking support
• An iterative mindset that prioritizes automation 
• Basic networking knowledge
• Ability to exert up to 50 pounds of force frequently to lift, carry, push, pull, or otherwise move objects
• Nice to haves:
• A+ Certification, Bettercloud Certification, Slack Certified Admin, Okta Certified Professional, or Jamf 200/300 Certified
• Knowledge of Meraki administration
• Knowledge of MDM administration such as Duo or Google Workspace