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Technical Support Analyst(Contract)



IT, Customer Service
Sacramento, CA, USA
Posted on Wednesday, April 26, 2023

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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. Onsite presence in Sacramento is required so remote work is not an option.

Work Environment

This job operates in a professional office environment supporting our 3 Golden Pacific Bank locations so onsite presence in our Sacramento offices is required as you'll be expected to go into the office routinely and travel between those 3 offices. This role routinely uses standard office equipment. We're not hiring remote employees for this role.

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.

What you'll do

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

What you'll need

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