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IT Support Technician



IT, Customer Service
New York, NY, USA · New York, USA
Posted on Wednesday, September 13, 2023

About Betterment

Betterment is a leading, technology-driven financial services company that offers investing and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission: making people’s lives better. We’re headquartered in NYC, and offer hybrid NY-based (three days/ week in-office) and select, non-NY-based remote positions.

About the role

The IT team works closely with all Betterment employees and across all of the technologies they rely on every day. We are responsible for access management, SaaSops, traditional software, hardware, and the networking infrastructure at our offices. We are committed to automating as much as possible to make it easier for our staff to support themselves, while still providing them white-glove service. We are always looking at the latest tech to see how we can incorporate it into the business and working with Procurement to roll it out to staff. We work closely with Security to make sure our staff is kept safe through our Mac-based management tool. We know the right tools and automation are a force multiplier for the continued success of a fast growing business.

In this role, you will be 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 managing our inventory, preparing hardware for deployment, or taking advantage of our sandbox environments or development resources to learn how to use our tools to further enhance your skill set.

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: $75,000 - $85,000

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. For this role, we require in office attendance.

A day in the life

  • Provide exceptional service to everyone within Betterment, responding to support requests that come through the IT Support ticketing system
  • Identify trending issues and escalate appropriately to the necessary team members
  • Manage our IT inventory, ensuring high-valued assets are tagged and assigned appropriately - This includes all IT-owned hardware & licenses such as; laptops, cameras, TVs, mics, speakers, mobile devices, etc.
  • Procure, prepare, and ship out hardware to newly hired Betterment employees
  • Troubleshoot audio/visual problems in our conference rooms
  • Assist with onboardings and offboardings, ensuring access, systems and hardware are enabled or disabled accordingly
  • Document new processes and procedures
  • Own your personal development, attending conferences or classes to further your skills and knowledge
  • Engage in our on-call rotation as required, helping us enhance our support to the organization

What we’re looking for

  • Minimum 2 years experience supporting a Mac and Windows environment, prioritizing a white glove experience
  • Ability to educate employees to help themselves with basic help requests
  • Excellent verbal and written communication skills with a focus on providing excellent documentation
  • An iterative mindset that prioritizes automation
  • 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
  • Experience troubleshooting iOS and Android devices
  • Experience with audio/visual equipment, conference room displays, and Zoom video conference systems
  • Experience or familiarity with a range of management and productivity software, including ticketing systems, Confluence Administration, GitHub (administration and pushing code), Bettercloud, Okta Administration, Office 365 and Google Workspace
  • Basic networking knowledge
  • Strong experience using Slack and its administration functions
  • 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, and Okta Certified Professional
    • Basic knowledge of JAMF
    • Basic knowledge of Meraki
    • Experience working with e-waste vendors

What being at Betterment means for you

We change lives

Join a community of innovators working to transform financial outcomes for real people. Your work will make an impact, always laddering up to our mission: making people's lives better.

We set audacious goals

We set them for the company, our customers, and ourselves—and we won’t stop until we reach them. We don’t just show up; we give our all, then celebrate our wins.

We value all perspectives

When we collaborate, we're at our best. We believe diverse perspectives lead to better outcomes and strive to uphold our supportive and inclusive community.

We invest in you with:

  • A competitive suite of benefits, including: medical, dental, and vision insurance; life and AD&D insurance; STD and LTD benefits, including infertility support and World Professional Association for Transgender Health approved benefits; and generous parental leave.
  • Flexible paid time off (and encouragement to use it!)
  • Meaningful opportunity for community building through our 6 Employee Resource Groups
  • Empowerment to own and lead change and affect the business
  • Dedicated professional development opportunities
  • Complimentary financial advice from our team of CERTIFIED FINANCIAL PLANNERS™️
  • Lunch from our in-house chef three days a week at our NYC headquarters

What happens next

We’ll take a few weeks to review all applications. If we’d like to spend more time with you, we’ll reach out to arrange next steps, which will include 3-4 sets of meetings with your future colleagues.

In the interview process, we’ll look to learn more about your skills, experiences, capabilities, and motivators. Many of our questions will be aimed at understanding how you might operate here at Betterment. Depending on the role, we may ask you to complete a case study exercise or technical assessments, as we want to collect a robust set of data points to better inform our decisions.

On average, it takes us around 3-5 weeks to make a hiring decision, depending on your availability and sense of urgency. As a best practice, we aim to interview at least 2-3 final round candidates before making a hiring decision. Please note that, as we usually receive an overwhelming number of applications for open positions, we’re unable to offer individual feedback during the interview process.

We recognize that interviewing for a new role is a big deal. We appreciate you considering Betterment as the next step in your career, and our Recruiting Team is here to support and advocate for you through the interview process!

Please note that Betterment is dedicated to providing accommodations to candidates upon request. If you need accommodations at any point throughout the interview process, please reach out to your recruiter.

Come join us!

We’re an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), sexual orientation, marital status, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, predisposing genetic characteristic, domestic violence victim status, arrest records, or any other characteristic protected under applicable federal, state or local law.

E-Verify Statement

Betterment participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee’s Form I-9 to confirm work authorization. Please note that we do not use this information to pre-screen job applicants.
E-Verify Notice
E-Verify Notice (Spanish)
Right to Work Notice
Right to Work Notice (Spanish)

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