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 Gov Tech startup.

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.

• 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.
• Track requests through the 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 onboarding and offboarding workflows.
• Own 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 company values while maintaining clarity around security posture policies.
• Commit to personal and professional growth, enhancing technical skills in IT operations, systems administration, and corporate security.

• High‑ownership mentality and willingness to spot problems, understand user needs, propose solutions, and implement fixes collaboratively.
• At least 2 years of experience in technical support roles, with a proven track record of problem‑solving and clean documentation.
• Proficiency with macOS and ability to troubleshoot common usage issues, system settings, and application support.
• Understanding of identity and access management concepts and role‑based permissions.
• Strong communication skills to explain complex technical issues to varied audiences.
• Ability to handle urgent issues promptly.
• Flexibility to work across our Oakland and Fairfield offices (~20%) and occasional travel to DC and other locations (~10%).

• Experience with macOS MDMs (Jamf, Mosyle, Fleet smith, etc).
• Experience with 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).
• Familiarity with 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.

• Energetic about large, complex challenges.
• Want work to have measurable impact on people’s lives.
• Takes ownership and runs toward problems.
• Values clear, candid, constructive communication.

• You prefer hierarchy and rigid structures.
• You are uncomfortable with change.
• You want a typical corporate culture.
• You believe efficiency means “doing less.”

• Equity for all: all full‑time employees…