Promise IT Specialist at Promise responsible for providing white-glove IT support and ensuring stability across internal operations. This role includes managing helpdesk requests, provisioning devices, and maintaining office equipment.
Responsibilities
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.
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.
Qualification
Experience with MacOS MDMs (JamfExperience with Terminal/CLI (bashInterest in security best practices
Preferred
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
