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 Associate, you will be the first line of support for all requests that come through the IT ticketing system. This entry-level position is a great opportunity to gain hands-on experience across a wide range of technologies. You will assist our hybrid workforce both in-person and through email, Slack, and Zoom. Under the guidance of senior team members, you'll support employees with basic troubleshooting, maintain inventory, and participate in hardware deployments. 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: $65,000 - $71,000 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 * Triage incoming IT Support requests via Zendesk and Slack * Gather basic information and escalate more complex issues to IT Support Technicians * Perform first-level diagnostics for hardware and software under supervision * Provide hands-on support to staff in the NYC office * Guide users through common issues like password resets, network checks, and printer setup * Assist with managing IT inventory, ensuring devices are tagged and tracked appropriately * Prepare and ship hardware to staff * Troubleshoot basic audio/visual problems in conference rooms * Assist with onboarding and offboarding tasks as directed by our IT Support Administrator * Shadow onboarding sessions led by more senior IT staff to build familiarity with internal tools and procedures * Attend conferences or training sessions to enhance your skills and knowledge * Participate in on-call rotation as required What we're looking for * Minimum 6 months of experience in IT support or a customer service-related technical role, with a focus on white-glove service * Familiarity with macOS environments * Excellent communication skills and a willingness to document processes * Strong prioritization and time management skills * Ability to explain technical concepts to non-technical users * Experience troubleshooting iOS and Android devices * Experience using audio/visual tools like Zoom or Google Meet * Familiarity with management and productivity platforms such as: Slack, Google Workspace, macOS, ticketing systems (e.g., Zendesk) * Willingness to learn foundational networking concepts * Ability to exert up to 50 pounds of force frequently to lift, carry, push, pull, or otherwise move objects Nice to haves: * CompTIA A+, ITIL Foundation, or similar certifications * Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop) * Experience with management and productivity platforms such as: Okta, Office 365, Creative Cloud, GitHub, Confluence * Experience setting up and distributing computers * 6-12 months of experience supporting a Mac environment