IT Support Specialist

POSITION SUMMARY

Join EarnIn's IT team as our IT Support Specialist — the first point of contact for North America and Mexico City employees during Pacific Time business hours, and the on-site IT partner for our Mexico City office. This position will be a hybrid role based in our Mexico City office, as part of our expanding site locations, with two days a week required in office. EarnIn provides excellent employee benefits, including healthcare, internet/cell phone reimbursement, a learning and development stipend, and potential opportunities to travel to our Palo Alto HQ. Our salary ranges are determined by role, level, and location. We are unable to provide visa sponsorship or immigration support for this position.  

WHAT YOU'LL DO

• Serve as the first point of contact for North America and Mexico City employees over Slack, email, ticketing, and web conference during Pacific Time business hours; triage and resolve Tier 1/2 issues with timely follow-up to confirm resolution.
• Execute new-hire onboarding and offboarding: account creation/deletion, access provisioning/deprovisioning, and laptop imaging, shipping, and recovery.
• Support day-to-day endpoint administration in Jamf Pro, Microsoft Intune, and Omnissa Workspace One — including enrollment, profile pushes, patch compliance, and remediation.
• Provide on-site IT and conference room A/V support for the Mexico City office; build working relationships with local hardware and connectivity vendors.
• Administer SaaS user access through Okta, Google Workspace, Slack, Jira, and GitHub; follow access-review and Joiner-Mover-Leaver (JML) procedures to keep records audit-ready.
• Manage IT asset lifecycle: track laptops, peripherals, and AV equipment in the asset management system; reconcile inventory, coordinate receiving, retrieval, and disposal, and keep records audit-ready.
• Document fixes, runbooks, and FAQs; train employees on IT and security policies and helpdesk processes.
• Use AI-assisted tools (e.g., Copilot, Claude, Glean) to accelerate triage, knowledge base updates, and routine automation.

WHAT WE'RE LOOKING FOR

• 1+ years of IT support experience across macOS and Windows environments, with moderate exposure to MDM platforms (Jamf Pro, Intune, or Omnissa Workspace One).
• Working knowledge of identity and SSO concepts using Okta (or a comparable IdP), and SaaS user lifecycle management.
• Working knowledge of Google Workspace, Slack, Jira (including service desk workflows), GitHub, and Google Meet; some exposure to endpoint security tooling.
• Demonstrated problem-solving skills with the ability to troubleshoot, resolve, and follow up on issues in a professional and timely manner.
• Some experience with conference room A/V setup and on-site IT support; comfortable coordinating with local vendors.
• Some familiarity with AI-assisted IT tooling (Copilot, Claude, Glean) and willingness to apply it to triage, documentation, and automation.
• Clear written and verbal communication; professional fluency in English and Spanish required; willing and able to work Pacific Time business hours from Mexico City to overlap with North American users.
• Team-oriented mindset; follows written and verbal instructions, learns quickly, and grows technical and soft skills with guidance from senior team members.
• Experience using AI-assisted development tools (e.g., GitHub Copilot, Cursor, ChatGPT, or similar tools) as part of your software development workflow

#LI-Hybrid