IT Support Technician

Job Description

About Betterment

Betterment is a leading, technology-driven financial services company that offers investing, savings 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, to empower people to build wealth with confidence and ease.  We’re headquartered in NYC and offer hybrid NY-based positions (four days/ week in-office, with no required office days during the summer and winter holidays).

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.

As an IT Support Technician, you will provide second-line support and act as an escalation point for our IT Support Associates. You’ll troubleshoot complex requests, manage hardware deployments, administer SaaS platforms, and lead onboarding sessions. This role requires strong documentation skills and the ability to work independently on recurring IT operations.

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: $82,500 - 96,500

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:

• Own support requests in Zendesk with clear and thorough documentation
• Act as an escalation point for IT Support Associates (L1)
• Troubleshoot access issues, SaaS applications, email group management, and hardware diagnostics
• Procure, configure, and ship laptops and accessories to staff
• Identify and escalate trending issues to the appropriate teams
• Assist with inventory tracking and asset tagging for IT-owned hardware and software licenses (e.g., laptops, cameras, TVs, mics, mobile devices)
• Lead new hire onboarding sessions and provide 1:1 technical support
• Support and troubleshoot A/V systems in conference rooms
• Coordinate user provisioning and deprovisioning during onboarding and offboarding
• Provide internal training and documentation to improve team knowledge
• Participate in the on-call rotation to support business continuity
• Pursue professional development by attending conferences, training, or certifications

What We’re Looking For:

• Minimum 2 years of experience supporting a macOS environment, with a strong emphasis on white-glove support
• Strong documentation and communication skills
• Demonstrated ability to lead user onboarding sessions
• Experience managing SaaS platforms, including Okta, Google Workspace, and Office 365
• Troubleshooting skills for hardware, macOS, iOS, and Android devices
• Ability to educate users on resolving basic IT issues independently
• Experience with A/V systems, Zoom Rooms, and conference displays
• Familiarity with the administration of management and productivity platforms, including:
  • Ticketing systems (e.g., Zendesk)
  • Okta, Office 365, Slack, Google Workspace
  • Confluence, GitHub, Creative Cloud
• Comfortable with basic networking and remote troubleshooting
• Ability to exert up to 50 pounds of force frequently to lift, carry, push, pull, or otherwise move objects

Nice to Haves:

• CompTIA A+, BetterCloud, or Okta Certified Professional certification
• Experience with JAMF, Meraki, or similar management platforms
• Experience working with e-waste vendors
• Experience with asset management and license tracking systems

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 7 Employee Resource Groups
• Empowerment to own and lead change and affect the business
• Dedicated professional development opportunities
• Lunch from our in-house chef 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!

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.

Please note that in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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)

CPRA Language - CA Applicants ONLY

We collect and store personal information for the purposes of candidate tracking (for this role and future opportunities). The information you provide in the course of completing your application will be kept for up to 24 months. We use tools provided by third-party service providers but do not share candidate information for any purpose other than for recruiting. To access the data that is collected, request deletion or to make updates to your candidate profile, please email [email protected] .