Original listing text, shown exactly as published by the company.
About the Role
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 Help You Succeed
- 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 needed.
- Ready and capable to handle issues requiring immediacy, from a broad range of origins.
- Flexibility to work across our Oakland and Fairfield offices (~20% of the time), with occasional travel to our DC office and other locations (~10%)
Nice to Have
- Experience with MacOS MDMs (Jamf, Mosyle, Fleetsmith, etc.)
- Experience with Terminal/CLI (bash, zsh, etc)
- Experience with basic networking concepts (DNS, DHCP, VLANs, Wi-Fi)
- Experience with administration of identity management tools (Google Workspace, O365, Okta)
- Experience with collaboration tools (Slack, Zoom, Google Meet, MS Teams)
- Familiarity with usage and administration of Atlassian tools and products
- Familiarity with teleconferencing and audio/visual equipment (Logitech, Zoom Rooms)
- Interest in security best practices, from physical office access to cloud/SaaS app management
Who Thrives at PromiseYou’ll love it here if
- You are energized by big, complex challenges and the opportunity to solve them.
- You want your work to have a real, measurable impact on people’s lives.
- You take ownership and run toward problems, not away from them.
- You value clear, candid, and constructive communication.
Promise is not for you if
- You prefer hierarchy and rigid structures. We operate with freedom and responsibility.
- You are uncomfortable with change. We move fast, adapt often, and expect agility.
- You want a typical corporate culture. We are mission-driven, ambitious, and direct.
- You believe efficiency means “doing less.” We believe efficiency means doing better.
