Job Description
Job Description
Title: IT Support Specialist
Reports to: IT Operations Manager
Location: Onsite - 444 Brickell Ave #250, Miami, FL 33131
About the Company
At BMG Money, our mission is to provide access to affordable and responsible credit for underserved consumers facing unexpected expenses. We all share one vision— Redefining lending through technology, where underserved individuals can thrive financially through forward-thinking, responsible, and innovative financial solutions.
Job Summary
The IT Support Specialist plays a critical, multi-faceted role within the IT Operations team in our fast-paced fintech environment. This position is responsible for frontline helpdesk support, managing internal IT communications, maintaining comprehensive inventories of enterprise and software assets, and supporting systems administration. The ideal candidate is proactive, organized, and customer-focused, with a strong commitment to technology, security, and service excellence.
Key Responsibilities
- Serve as the first point of contact for end-users seeking technical assistance via ticketing system, email, or phone.
- Diagnose and resolve hardware, software, and network issues in a timely manner.
- Escalate complex incidents to appropriate team members according to SOPs and SLAs.
- Document troubleshooting steps and solutions in the knowledge base.
- Provide clear and timely updates to users regarding incident status, planned maintenance, and system outages.
- Collaborate with the IT Operations team to communicate changes, policies, and best practices.
- Participate in user training and awareness sessions.
- Track and manage all enterprise IT assets, including laptops, desktops, servers, networking equipment, and peripherals.
- Maintain accurate inventory records and perform periodic audits to ensure data integrity.
- Coordinate equipment deployment, retrieval, and lifecycle management for onboarding and offboarding processes.
- Maintain up-to-date records of software licenses, subscriptions, and entitlements.
- Assist with software deployment, renewal tracking, and compliance monitoring.
- Support periodic software asset audits and ensure adherence to licensing agreements.
- Assist with the setup, configuration, and management of user accounts and permissions across systems and applications.
- Implement and monitor access controls to ensure only authorized personnel have appropriate levels of access.
- Participate in regular reviews of access rights and support remediation of access-related issues.
- Support audits, investigations, incident response, and manage the Quarantine folder related to access control activities.
- Support onboarding and offboarding processes by provisioning and deprovisioning user accounts.
- Maintain documentation on account management procedures.
- Collaborate with HR and management to ensure timely and secure account changes.
- Support routine system updates, backups, and patch management.
- Participate in business continuity, disaster recovery, and security awareness initiatives.
- May require occasional after-hours or weekend work for maintenance or incident response
- Opportunity for professional development and certification support
Qualifications
- 2–4 years of professional experience in an IT support or helpdesk role.
- Proven ability to diagnose and resolve a wide range of hardware, software, and network issues.
- Strong knowledge of operating systems (Windows, macOS), productivity suites (Microsoft 365, Google Workspace), and common business applications.
- Experience with ticketing systems, asset management software, and remote support tools.
- Excellent communication skills, both written and verbal, with a customer-centric mindset.
- A strong understanding of information security principles and best practices.