IT Support Specialist

Best Egg, now part of Barclays, is a market-leading, tech-enabled financial platform helping people build financial confidence through innovative lending solutions and financial health tools. As a Barclays company, we combine the agility and customer focus of a fintech with the global reach, stability, and purpose of a leading financial institution-working together to create a better financial future for our customers and communities. At Best Egg, you'll find a culture grounded in our core values-putting people first, creating clarity, delivering with excellence -enhanced by Barclays' commitment to integrity, inclusion, and long-term impact. Together, we empower our colleagues to challenge, innovate, and take ownership while making a meaningful difference in people's financial lives. With the strength of Barclays behind us, we offer expanded opportunities for growth, development, and career mobility across a global organization-while continuing to build the products and experiences that make Best Egg unique. We're looking for collaborative, curious problem-solvers who are excited to make an impact and grow with us. We're proud to be an equal opportunity employer committed to building a diverse and inclusive team. The Job Support internal users and ensure service levels are achieved and customer expectations are met. Responsible for ensuring support tickets are meeting performance, defined SLAs, and standards. The IT Support Specialist will also fill the role of onboarding all new users and will be responsible for computer setup via MDM and additional standard hardware equipment ensuring technology is set prior to the start date. Duties & Responsibilities Responsible for supporting workstations, by working directly with internal users. Manage Service Desk tickets; incidents and service requests to ensure they are being addressed within SLAs. Analyze and troubleshoot advanced technical issues via tickets, emails, telephone calls, and personal requests for technical support. Monitor, track, and document tickets to ensure timely resolution. Identify, research, and resolve technical issues. Verify tickets meet Service Level Agreements to set expectations and measure performance. Review survey feedback to improve support experience, tools, and services. Responsible for ticket escalations and VIP Support. Onboarding for all new employees, ensuring technology equipment is in place and standard access accounts created prior to start date. Manage all printers, ensuring they are functioning; working with vendor for support when needed. Maintain asset inventory of physical devices, software and applications. Manage hardware inventory and manage refresh lifecycle. Responsible for yearly asset inventory audits, ensuring proper tracking of all assets. Maintain computer images, ensuring applications, drivers, updates, and services are current. Setup and maintain video conferencing for users, devices, and conference rooms. Resolve video conferencing issues; escalating to vendor for support when needed. Handle escalated issues, manage SLA adherence, and prepare reports. Document processes and solutions. Act as escalation point for all problems/ urgent requests and system/security incidents. Ensure management is advised of events that may require additional support or escalation. Provide management with details regarding ticket escalation processes to ensure free flowing communication within the organization. Manage DES "Solutions" repository and ensure top quality solutions are available to all users. Develop and optimize ticketing workflows. Requirements Associate (2-year) degree in Computer Information Technology or an equivalent amount of work experience and certifications. 2-4 years of Desktop Support and customer service experience. 2-4 years supporting a cloud environment tech stack (Office 365, Azure, Slack, etc.) 2-4 years of experience working in a ticketing system (JSM, Service Now, etc.) 2-4 years of Mobile Device Management (MDM) experience, such as Intune or Jamf. An overall can-do attitude, the ability to grasp new concepts quickly, and the willingness to adapt to a dynamic work environment. Highly organized with the ability to prioritize and work with multiple deadlines. Strong problem-solving techniques and demonstrated ability to work independently and as a member of multi-disciplined teams. In addition to the interview process, all candidates will need to evidence their initiative, level of analytical reasoning, teamwork and ability to collaborate on projects, adaptability, and strength in verbal and written skills by completing a separate candidate assessment. $30 - $33 an hour Employee Benefits Best Egg offers many additional benefits for our employees, including (but not limited to): • Pre-tax and post-tax retirement savings plans with a competitive company matching program • Generous paid time-off plans including vacation, personal/sick time, paid short-- term and long-term disability leaves, paid parental leave, and paid company holidays

• Multiple health care plans to choose from, including dental and vision options
• Flexible Spending Plans for Health Care, Dependent Care, and Health

Reimbursement Accounts • Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs • Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more! In compliance with the CCPA, Best Egg is fully committed to handling the personal information and data of employees and job applications responsibly with respect and due care. Review our CCPA Employee Policy here Best Egg