IT Specialist

IT Specialist Company Overview Promise modernizes how government agencies and utilities support people in financial difficulty. We build technology that makes it simple for residents to receive benefits, engage with assistance programs, set up flexible payment plans, and stay on track—while helping agencies increase efficiency, recover revenue, and deliver services with dignity. Our mission is to transform public systems so they work better for everyone, especially the most vulnerable. Our team includes experts from companies like Palantir, Google, Stripe , and esteemed government leaders. We work hard and believe deeply in what we do. We're looking for excellent people to build innovative, resilient technology. Backed by over $50 million in funding from top investors – such as Reid Hoffman, Howard Schultz, Michael Seibel, Y Combinator, 8VC, The General Partnership, First Round Capital, Kapor Capital, XYZ Ventures, and Bronze Investments – Promise has been recognized as one of Fast Company's "World's Most Innovative Companies of 2022,” “Forbes Next Billion-Dollar Startups 2024,” and Y Combinator’s #1 GovTech startup. ROLE OVERVIEW As an IT Specialist at Promise, you will combine your technical expertise with a strong service orientation to support our company's internal tools, devices, and access and ensure stability and continuity across our internal operations. This position calls for a professional who embodies the spirit of a servant leader, capable of white-glove support with calm-under-pressure empathy. You will act as a key enabler of your peers’ operational efficiency, requiring not just technical acumen but also a collaborative and supportive approach to IT operations within our diverse tech environment. WHAT YOU'LL DO - 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. - Maintain an ongoing commitment to personal and professional growth, enhancing your technical skills in IT operations and systems administration, while also developing the skills necessary for effective corporate security. WHAT WILL ENABLE YOU - High-ownership mentality with a willingness to spot a problem, understand user needs, propose a solution, and implement fixes efficiently and collaboratively. - 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 need ... (truncated, view full listing at source)