Technical Support Analyst(Contract)

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Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation fintech company using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The Role
This position is primarily focused on desktop support responsibilities for internal team members and contractors. Escalation support, IT admin, access support, mentoring, and IT project implementation support.
What You'll Do

• Understand security and compliance requirements for the company.
• Participate in the testing and implementation of new hardware and software
• Responsible for managing IT hardware and software inventory.
• Understand security and compliance requirements for the company.
• Provide day-to-day hands-on escalation support to Level 1 roles
• Understand security and compliance requirements for the company
• Serves as a back-up for driving service levels and performance for region/site/teams
• Triage support request, assign and escalate as needed.
• Imaging workstations
• Setup, installation, and configuration of voice and data equipment on the telephony system.
• Analyze, research, and resolve moderately complex issues and partner with the appropriate escalation group when applicable
• Level 1 and 2 Access Support
• Local project management and implementation support
• Expected to manage multiple requests/tickets and meet service level agreements
• Troubleshooting Printers/copiers/fax machines
• Understand security and compliance requirements for the company.
• Participate in maintenance to keep systems updated with the latest patches.
• Identify technical trends, proactively seek solutions, and report to Sr Management when applicable
• Identify technical trends, proactively seek solutions, and report to Management when applicable
• Send/Receive items from purchases, RMAs, and site to site.
• Onboard new hires to Sofi technology
• Diagnose and resolve technical hardware and software issues relating to both PC/Mac platforms
• Plan, write, and process technical documentation for IT Service Desk and Sofi self-help resources
• Analyze and resolve somewhat complex issues or escalate as needed.
• Provide technical assistance to users on hardware and software applications at the desktop level.
• Responsible for auditing inventory against asset management
• Install, configure, and troubleshoot desktop/laptop systems and workstations including installation of the necessary software.
• Provide day-to-day hands-on escalation support for level 1 and level 2 IT roles.
• Participate in the planning and execution of ITSD related projects
• Provide day-to-day hands-on escalation support for level 1 and level 2, and level 3 IT roles.
• Expected to manage multiple requests and escalations and service level agreements
• Expected to manage multiple requests and escalations while meeting service level agreements
• Knowledge and understanding of Tier 1 roles and responsibilities
• Knowledge and functional understanding of Tier 3 roles and responsibilities
• Perform troubleshooting on hardware, software and network connectivity issues for individual users and departments.
• Provide reporting to stakeholders related to IT service desk projects and performance on a weekly basis
• Analyze, research, and resolve moderately complex issues to or escalate as needed.
• Manages escalation interaction with other supporting groups like NetOps, AMT, Techops.
• Elevated support access for systems like Rundeck, Utility server support, VPN support, MDT Support, and Zero Client Support.
• Provide training/mentoring for level 1 IT role
• Troubleshooting A/V equipment including wallboards.
• Helps with equipment procurement, refresh initiatives and inventory maintenance.
• Knowledge and functional understanding of Tier 2 roles and responsibilities

What You'll Need

• 1-2 Years of leadership roles or project management.
• Google Certification a Plus
• Desktop/Laptop hardware experience in both PC and Mac environments. A+ Certification a plus.
• In-depth knowledge of Windows and Mac OS systems in an enterprise environment.
• 3-6 Years of Service Desk Experience, customer service experience.
• Superior Customer Service Skills.
• Good Verbal and written communication skills
• Microsoft certifications a plus.
• Ability to multi-task and work in a fast-paced environment.
• BA or BS degree preferred but not required.
• Strong in-depth knowledge with telephony phone systems (Avaya, Contractual, Digium, Cisco, etc.)
• Must be able to lift 50 pounds.
• Must be a team player

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment.
Position Type/Expected Hours of Work
This is a full-time position and hours of work and days are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.
Compensation And Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.