IT Support Specialist

About the role

EarnIn is looking for an IT Support Specialist to be the first point of contact for North America and Mexico City employees during Pacific Time business hours. The role is hybrid, based in the Mexico City office with two days per week on‑site, and includes on‑site A/V support and vendor coordination.

Key responsibilities

• Provide Tier 1/2 support via Slack, email, ticketing system, and web conference.
• Execute new‑hire onboarding and off‑boarding, including account provisioning, laptop imaging, shipping, and recovery.
• Administer endpoints using Jamf Pro, Microsoft Intune, and Omnissa Workspace One (enrollment, profile pushes, patch compliance, remediation).
• Support on‑site IT and conference‑room A/V equipment for the Mexico City office.
• Manage SaaS user access through Okta, Google Workspace, Slack, Jira, and GitHub, following JML procedures.
• Track IT assets throughout their lifecycle and keep audit‑ready records.
• Document fixes, runbooks, FAQs and train employees on IT and security policies.
• Leverage AI‑assisted tools such as Copilot, Claude, and Glean to accelerate triage and automation.

Required profile

• At least 1 year of IT support experience in macOS and Windows environments.
• Familiarity with MDM platforms (Jamf Pro, Intune, or Omnissa Workspace One).
• Ability to work during Pacific Time business hours and provide on‑site support in Mexico City.

Required skills

• macOS
• Windows
• Jamf Pro
• Microsoft Intune
• Omnissa Workspace One
• Slack
• Okta
• Google Workspace
• Jira
• GitHub
• AI‑assisted tools (Copilot, Claude, Glean)

What we offer

• Healthcare benefits
• Internet and cell‑phone reimbursement
• Learning and development stipend
• Potential travel opportunities to Palo Alto headquarters