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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, ensuring 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.
Responsibilities
- Act as a primary responder for helpdesk questions and requests, managing each situation from initial detection through to resolution.
- Own the process of provisioning and distributing laptops and workstations, ensuring proper deployment of security tools and seamless end-user experience.
- Track requests through our ticketing system and maintain lightweight runbooks and documentation.
- Own and grow the process for providing high-quality support for devices, new software, and user-level configuration changes.
- Continuously assess and improve workflows around onboarding and offboarding.
- Own the uptime and maintenance of office equipment, including meeting rooms, A/V hardware, network gear, and user desk setup.
- Interact with employees to uphold company values, clarity around policies, and security expectations.
- Maintain a commitment to personal and professional growth in IT operations, systems administration, and corporate security.
Requirements
- High-ownership mentality with a willingness to spot problems, understand user needs, propose solutions, and implement fixes efficiently and collaboratively.
- At least 2 years of experience in technical support roles (IT support, technical customer support, or internal helpdesk) with a proven track record of problem-solving and documentation.
- Proficiency with macOS and 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 diverse audiences.
- Ready and capable to handle issues requiring immediacy.
- Flexibility to work across Oakland and Fairfield offices (~20% of the time).
- Occasional travel to DC office and other locations (~10%).
- Must be a US person (US citizen or permanent resident).
- Must reside in the US.
Skills
- macOS
- Identity and Access Management
- Communication
- Problem-solving
- Documentation
- MacOS MDMs (Jamf, Mosyle, Fleetsmith, etc.)
- Terminal/CLI (bash, zsh, etc)
- Basic networking concepts (DNS, DHCP, VLANs, Wi-Fi)
- Administration of identity management tools (Google Workspace, O365, Okta)
- Collaboration tools (Slack, Zoom, Google Meet, MS Teams)
- Atlassian tools and products
- Teleconferencing and audio/visual equipment (Logitech, Zoom Rooms)
- Security best practices
Location
- Oakland
- Fairfield
- Washington D.C.
Work Type
- Hybrid
- Onsite
Experience Level
- 2+ years of experience in technical support roles
Benefits
- Equity for All: All full-time employees receive stock options.
- 100% Paid Health Coverage: Medical, dental, and vision insurance plans for employees and dependents.
- Hybrid Work: Collaborate in the office at least four days a week.
- Flexible Time Off: Self-managed FTO and 12 paid holidays.
About the Company
- Promise modernizes how government agencies and utilities support people in financial difficulty by building technology that simplifies benefit access, program engagement, and payment plans.
- Our mission is to transform public systems so they work better for everyone, especially the most vulnerable.
- Our team includes experts from Palantir, Google, Stripe, and esteemed government leaders.
- We are backed by over $50 million in funding from top investors.
- 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.
Equal Opportunity
- Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status.
- The Company complies with applicable state and local laws governing non-discrimination in employment.
- Promise is committed to promoting diversity and inclusion in the workplace.
- We provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs.
- Promise engages in US government contracts and restricts hiring to US persons (US citizens and permanent residents).
- Promise participates in E-Verify.