Hybrid IT Specialist

at Promise

• Job title: IT Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $110,000 - $130,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: MacOS
• Location requirements: Hybrid, San Francisco, United States

About the role

• IT Specialist providing high-quality support for internal tools and devices at Promise. Managing ticketing requests and ensuring a seamless experience for users in a hybrid work environment.

Responsibilities

• Act as a primary responder for helpdesk questions and requests, managing each situation from initial detection through to resolution, ensuring minimal disruption and maintaining transparency with all stakeholders.
• Own the process of provisioning and distributing laptops and workstations to our employees, ensuring the proper deployment of our security tools. This includes working directly with the MDM and security tooling to ensure a seamless experience for end users while enabling high security standards.
• Track requests through our ticketing system and maintain lightweight runbooks and documentation.
• Own and grow the process for providing high-quality support in response to requests for devices, new software, and user-level configuration changes.
• Continuously assess and improve our workflows around onboarding and offboarding, and implement them smoothly and efficiently as we grow our headcount.
• Own the uptime and maintenance of office equipment, including meeting rooms, A/V hardware, network gear, and user desk setup.
• Interact with employees in a way that projects our company values while keeping clarity around policies and expectations for maintaining a strong security posture.

Requirements

• At least 2 years of experience in technical support roles, particularly those involving IT support, technical customer support, or internal helpdesk, with a proven track record of problem-solving and clean documentation.
• Proficiency with macOS and an ability to troubleshoot common usage issues, system settings, and application support.
• Demonstrated ability to understand identity and access management concepts, and role-based permissions.
• Exceptional ability to communicate complex technical issues clearly and effectively to a variety of audiences, adjusting to their knowledge level as needed.
• Flexibility and willingness to travel periodically (up to 20%) to other offices to address and iterate on IT issues.

Benefits

• 100% paid health coverage
• Generous PTO and sick leave
• Lunch, snacks, and coffee provided
• Company retreats
• Opportunities to travel and see the impact of your work
• Hybrid work: we deeply value in-person collaboration and are in-office at least four days a week, but are flexible on working from home