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IT Support Specialist

M1 Finance

M1 Finance

IT, Customer Service
Chicago, IL, USA
Posted on Tuesday, June 18, 2024

Who we are

M1 helps clients build and protect their wealth, day to day and for the long term. Our self-directed platform allows users to invest, borrow, spend and save in one place, using automation to power each user's unique personal strategy. Hundreds of thousands of clients trust us with over $8 billion in assets. As the Finance Super App™, we empower clients’ financial well-being through automated investing tools, industry-leading APY on high-yield savings accounts, paperwork-free margin loans, low-cost personal loans, and high cash back credit card rewards that can be automatically re-invested into your M1 portfolio.

Our vision is to create a digital private banking experience, making the tools and services of the ultra-wealthy accessible with the click of a button. We've been named a top app for investors including 2023 Best for Low Costs and Best for Sophisticated Investors by Investopedia, 2023 Best Investment App for Portfolio Customization by Insider and one of the best Roth IRAs by Fortune. We have over 60,000 five-star reviews on the Apple App Store and Google Play.

As a fast-growing fintech company, we’re looking for talented and smart individuals who are excited about rethinking what’s possible with personal finance, invested in their personal and professional growth, and eager to take ownership of their work. Our award-winning workplace culture has been recognized by Inc. (Best Workplaces 2022), Built In Chicago (2022 and 2023 Best Places to Work in Chicago), CB Insights (Top Fintech Companies of 2021), and the Chicago Tribune (2021 Top Workplace).

We mean it when we say, “M1 is yours to build.”

M1 is a remote forward organization and at this time is only able to hire in the following states: CO, FL, GA, IL, IN, MN, NJ, NY, PA, TX, UT, VA, OR, WA.

What we’re looking for

We're looking for an IT Support Specialist to empower our workforce by providing exceptional technical support and by continuously working with internal technology teams to build & maintain processes, procedures, and quality metrics for said technical support function. The right person will be excited by getting their hands dirty with the day-to-day needs of the help desk, support, and technical support functions, as well as enjoy the autonomy the autonomy to propose and lead solutions to better M1's IT environment. You'll be heavily involved in shaping our daily practices in terms of quality, customer service, onboarding and offboarding of employees, troubleshooting SLAs, ticketing, and M1’s overall ability to support its employees from an IT, hardware, and technical support perspective. M1 prides itself in fostering an environment of extreme ownership and believes in empowering all members of the team to lead and apply their expertise in their respective domains. If this resonates with you and you're the kind of IT specialist who enjoys improving the day-to-day quality of life for your coworkers, solving complex issues, and providing timely, friendly hands-on support— then we’d love to talk to you.

What You'll Do

  • Inform IT Roadmap and solutions in alignment with our business stakeholders
  • Own and optimize existing tools and related processes (SSO, MDM, LDAP, Azure AD)
  • Perform Tier 1 Troubleshooting techniques and solve and resolve incidents while jumping in and assisting with higher level problems that may occur
  • Coordinate and participate in cross-functional initiatives with DevOps, Security, and Compliance teams to ensure security and regulatory standards are met
  • Streamline onboarding and offboarding processes to ensure protection of data and smooth transitions
  • Prepare for new hires by procuring, provisioning, and maintaining machines and access
  • Work with internal business units to perform root cause analysis for any high impact incidents
  • Respond to requests in a timely manner, whether working with C-level executives or interns
  • Assume responsibilities related to maintaining current and future office spaces (Wifi, conferencing, printer, etc.)

Skills/Qualifications

  • Bachelor’s Degree or relevant field or work experience
  • Understanding of hardware, software, and networking requirements
  • Familiarity Mac and PC machines and respective device management tools like Jamf and Intune, as well as an ability to troubleshoot in both environments
  • Ability to troubleshoot hardware and software issues: printers, scanners, mobile devices, video conferencing tools, and anything else that might arise
  • Ability to effectively communicate with all employees via in-person requests, phone calls, emails, slack, and ticketing systems
  • Exceptional organization skills
  • Strong written and oral communication skills
  • Structured, organized thinker that is both attentive to detail and mindful of the big picture
  • Desire to learn, grow, and take on tough challenges daily

M1's Commitment to Diversity

M1 is proud to be an equal opportunity employer. We celebrate different experiences and we're committed to diversity, equity, inclusion, and belonging (DEIB) at all levels of the company. Women, minorities, veterans, members of the LGBTQIA+ community, and individuals with disabilities are strongly encouraged to apply. With our DEIB Council and six Employee Resource Groups (AAPI@M1, Black@M1, Mental Health@M1, Pride@M1, SomosM1, and Women@M1), M1 employees and leaders set aside company time to tackle DEIB projects and achieve goals every quarter.

Our Values

Our team embodies our ten core principles and if these principles speak to you – we’d love to talk with you.

  • Mission Driven - We know that financial well-being has a dramatic impact on an individual's quality of life. We are passionate about helping people in this domain.
  • Extreme Ownership - We are responsible for the results to our clients, teammates, and shareholders. We own everything in our domain that affects these results.
  • Boldness - Thinking small is a self-fulfilling prophecy. Thinking big inspire results. We would rather fail at the meaningful than succeed at the trivial.
  • Ruthless Prioritization - We want to do more than we possibly can. We must be disciplined on how to use our precious money, people, and time. That means saying no to a lot of good ideas so we can focus on the most important thing.
  • Integrity - We do the right thing. This trust must never be broken.
  • Effectiveness - We do what's needed to deliver the intended results. Whether that requires disciplined process or scrappy implementation, we find a way.
  • Team Oriented - We work collaboratively to achieve more. We respect, trust, and support one another.
  • Transparency - We use simple and clear communication to share information so that people have the context to make good decisions.
  • Make Forward Progress - Something is better than nothing. We make incremental improvements on our path towards perfection. Crawl, walk, run, and then sprint.
  • Resiliency - We understand that any big goal comes with ambiguity, change, and setbacks. We adapt and keep going.

Our Perks

  • Competitive Pay and Stock Options
  • Comprehensive health, dental, vision, disability, and life insurance
  • Retirement benefit with employer match
  • Unlimited PTO
  • Office in the Loop with a Game Room and Gym
  • Access to employee workshops and training about financial literacy, empathy and mental health, professional development, and more
  • Free subscription to Insight Timer, the world’s #1 meditation app for sleep, stress, and anxiety