IT Help Desk Specialist
Earnin
About EarnIn
As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks.
We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world-class talent onboard to help shape the next chapter of our growth journey.
POSITION SUMMARY:
We are seeking a talented IT Help Desk Specialist to join our team. The ideal candidate should possess strong customer service skills, be detail-oriented, and have solid troubleshooting experience with macOS and Windows. Proficiency in mobile device management (MDM) workflows, device trust, and zero-trust security principles is required. Proficiency in VPNs and networking, as well as the ability to manage high-level projects, are also essential. This position will be hybrid from our Mexico City office and requires at least two days a week in the 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.
WHAT YOU'LL DO
In this role, you will provide comprehensive IT support to internal and external teams. You will take full ownership of IT processes from initiation to completion, continuously identifying opportunities for improvement. This includes assisting stakeholders with mobile device management and implementing robust security measures to safeguard company data and systems. You will also closely collaborate with the U.S.-based IT team to support global operations, shared objectives, and goals.
You will configure and manage macOS and Windows environments, administer MDM platforms such as Jamf Pro, Microsoft Intune, and VMware Workspace ONE, and oversee user management across various SaaS applications.
Strong communication and collaboration skills are essential, as is the ability to work effectively in a team environment. Proven experience in project management is required to lead complex initiatives and deliver high-quality outcomes. The role also demands strong troubleshooting skills and the ability to resolve technical issues quickly and efficiently.
WHAT WE'RE LOOKING FOR:
- 3+ years of experience in IT support, sysadmin, and device management roles, with deep expertise in macOS and Windows ecosystems.
- Excellent verbal and written communication skills, with the ability to clearly articulate technical issues and solutions
- Strong customer service mindset and experience as the first point of contact for technical support via Slack, email, phone, and web conferencing.
- Demonstrated problem-solving skills with the ability to troubleshoot and resolve issues in a professional and timely manner, and follow up with users to ensure full resolution
- Proficient in managing devices with MDM platforms such as Jamf Pro, Microsoft Intune, and VMware Workspace ONE, including deployment automation, patching, and enforcing security/compliance policies
- Skilled in SaaS and identity management tools such as Okta and Google Workspace; experienced with SSO, MFA, lifecycle scripting, and integrating systems like Slack, GitHub, Zoom, Jira, as well as endpoint security solutions.
- Familiarity with Jira project management and service desk platform
- Experienced with internal and external user onboarding and offboarding, including account creation/deletion, access provisioning/deprovisioning, and laptop provisioning/deprovisioning.
- Strong attention to detail in ensuring all work is completed on time and aligns with the company’s security and compliance requirements
- Ability to train users on helpdesk processes, including IT and security policies and practices
- Ability to follow written and verbal instructions and willingness to learn and develop technical and soft skills
- Strong appreciation for the importance of documentation in maintaining reliable and repeatable processes
- Self-starter who can work independently while consistently producing high-quality results
- Basic to intermediate scripting skills in Bash, PowerShell, or Python
At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant.
EarnIn does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.