IT Support Specialist

SmartBiz Loans

Austin, TX, US
  • Job Type: Full-Time
  • Function: IT
  • Post Date: 02/18/2021
  • Website:
  • Company Address: 417 Montgomery Street, San Francisco, CA, 94104

About SmartBiz Loans

SmartBiz grew out of the 2008 financial crisis when banks weren’t equipped to provide the funding small businesses needed for growth. SmartBiz became the white knight galloping in with a smart solution. With nearly $1 billion in funded loans, SmartBiz is the #1 bank marketplace for online SBA loans and is now expanding into bank term loans as well.

Job Description

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Put some of the world’s deepest financial data sets to work as you join SmartBiz Loans. Our mission is to empower small businesses to achieve their dreams and banks to successfully serve their customers by making the best financial products and insights easily accessible. We are on a growth rocket, becoming the #1 provider in the US for SBA loans under $350,000. Our small but powerful technology team has built a great foundation and we’re just getting started. We are looking for the right person to help take us to the next level.  


As our IT Support Specialist you will be handling technical support (macOS), managing the equipment, tools, and networks for our offices, and for our remote workforce. 


Location: San Francisco, California or Austin, Texas.


The Ideal Candidate

  • Well versed in Mac Administration
  • IT Helpdesk ticketing and triaging
  • Self Starter, thinks outside the box. Has the ability to figure out what to do next, when to follow-up and make recommendations on how to make things better.
  • Google Workspace Administration and Network Administration 
  • Demonstrated strong customer service and interpersonal communication skills
  • Loves to work in a team environment including strong organizational skills
  • Demonstrated strong problem solving skills and ability to escalate when needed, asks questions when you can’t figure something out
  • Ability to have composure in stressful situations
  • Ability to follow company and department policies and procedures  
  • Must have the ability to handle multiple tasks and work in a fast-paced environment.
  • Good project management skills.  Has the ability to take ownership of a project and be able to complete it with minimal supervision


Key Responsibilities

  • Configuration and maintenance of all office computers/equipment which often  include new system builds, migrations and upgrades to new machines. Working with the end user to make sure that the upgrade is completed successfully Occupational note: equipment weighs between 10-30 pounds, but can reach up to 50 pounds on occasion, and installations often involve gaining access to hard to reach areas such as under desks or behind equipment
  • Packaging and shipping laptops. Ability to handle building of laptops and then boxing them up and shipping them to the proper locations. This is mostly due to the fact that most people are not working from the office at the moment
  • WiFi, Network and phone system maintenance (Meraki and RingCentral preferred)
  • New equipment and vendor research, evaluation, procurement, and ongoing relationship management.  Has the ability to maintain a friendly relationship with our vendors and always keeping an eye on the bottom line
  • Manage and administer internal application stack; MS Office, Google Workspace, Okta, Developer Tools, Adobe products, JAMF Pro and other software
  • Helpdesk experience with a ticket system such as Jira, Desk or Zendesk.  Ability to triage tickets and calls when they come in and to escalate as appropriate using established protocols. Ability to be available after hours for emergencies
  • Great customer support experience and patience is a must
  • Perform remote troubleshooting through diagnostic techniques using Teamviewer for users that are in Austin or remote
  • Maintaining, updating and creating accurate documentation and procedures for IT processes
  • Performs IT Helpdesk On Call duty as assigned in case of emergency situations arise
  • Maintaining tasks, projects and maintaining the daily workflow using the Asana task management system


Experience / Education / Background / Skills

  • 3+ years hands-on IT Support experience including VoIP experience
  • 2+ years of MacOS troubleshooting experience
  • 1+ years experience IT Helpdesk 1st level support role. Knowledge of how to properly triage tickets through 1st level and ability to escalate when necessary
  • Python or other scripting experience is not required but is helpful
  • Proven track record of maintaining IT structural integrity including change management
  • Excellent written and verbal communication skills including creating and maintaining documentation
  • Ability to prioritize tickets/work, meet deadlines and maintain high levels of accuracy
  • Great communication skills with an ability to deal with end users and a variety of people tactfully
  • Working knowledge of Apple Mac/PC architecture/technology
  • Excellent organizational skills - Ability to lead a project to completion, must be able to keep the equipment areas tidy
  • Bachelor of Science in Computer Science or similar
  • Google Workspace knowledge including managing chrome policies and groups.
  • Experience with Audio/Visual or video conferencing support (Google Hangouts Meet, Zoom)
  • JAMF Pro device management experience
  • Apple and Android mobile experience with ability to troubleshoot device issues.
  • Okta experience or similar is a plus
  • Asana experience or other task management tools are a plus
  • RingCentral or other VoIP experience
  • Cisco Meraki Network Management and WiFi experience
  • Jira Service Desk experience is a plus, Zendesk and/or are good as well


Our Benefits

  • Competitive salary and equity in a fast-growing start-up
  • 100% paid comprehensive health and dental insurance for you and your dependents
  • 401(k) program offering Roth and Traditional options
  • Generous vacation and holidays
  • Our team is currently working from home, and we expect to WFH until at least summer 2021. We keep our spirited company culture and promote team-building through fun activities and events - such as virtual happy hours and online wellness initiatives.
  • We're monitoring the situation carefully, and we'll be returning to the office only when it's safe to do so. Of course, we're looking forward to seeing our teammates in person again! We can’t wait until we can enjoy the in-office perks that we've been missing, including: lunches catered three times per week, snacks galore, coffee, espresso, La Croix/Waterloo, company happy hours, off-site events and other activities.


Who We Are

SmartBiz LoansⓇ ( empowers small businesses to achieve their dreams and banks to successfully serve their customers by making the best financial products and insights easily accessible. 


Our innovative technology platform provides banks with a secure cloud-based small business loan origination platform for SBA and bank term loans that accounts for more than 10% of the entire nation’s volume of traditional SBA 7(a) loans under $350,000. As a result, SmartBizⓇ has become the #1 online platform for SBA 7(a) loans under $350,000 for small businesses.


The Company helps banks unify key steps in the lending process from online application through packaging, underwriting and automated decisioning, automated loan pricing, document verification, closing, e-sign as well as new customer referrals. SmartBiz’s “loan origination as a service” includes an expert team in California and Texas providing packaging and white-glove service for businesses which helps banks create an exceptional customer experience. 


At SmartBiz, we are committed to the banks and to the small business entrepreneurs who we serve. We are proud that the loans we support are some of the most affordable in the market, and that over 50% of the loans funded by our banks are for women-owned, minority, or veteran businesses. 


SmartBiz Loans was featured as one of American Banker's Best Places to Work in Financial Technology in both 2017 and 2020. TechBullion named SmartBiz as one of the 5 Best Fintech Companies to Work For in 2019 as well.  SmartBiz was honored as #313 on the Inc. 5000 list of fastest-growing private companies in the U.S. in 2018 and named one of the Best Place to Work and one of the Bay Area’s Fastest-Growing Private Companies by the San Francisco Business Times. The company maintains an A+ rating with the Better Business Bureau and is rated "excellent" by review websites TrustPilot, Consumer Affairs, and Google reviews.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.