IT Support Specialist, Headway

• You enjoy solving technical problems and helping others
• You are passionate about technology and staying up-to-date with the latest trends
• You are energized by working in a fast-paced startup environment
• You want hands-on experience with the latest technologies
• You value great customer service
• You enjoy having a mix of remote and in-person work and building relationships with on-site teams
• You have 1-3 years of experience in IT support or a related field
• You are able to work on-site at our New York City office 2 days per week, with flexibility for additional on-site support as required
• You have experience providing technical support for conference room technology
• You possess strong troubleshooting skills for resolving AV-related issues in a timely manner
• You have administration expertise with at least three of the following products: Okta, Google Workspace, Zoom, Slack, Atlassian Jira, Atlassian Confluence, and 1Password
• You have strong problem-solving and analytical skills
• You have excellent communication and interpersonal skills
• You have a strong understanding of macOS, Windows, and ChromeOS operating systems

• Building a new mental healthcare system at Headway is only possible because of the scale and leverage that software can provide. The IT team at Headway is a small but mighty team using technology to build that future
• As an IT Support Specialist at Headway, you will be vital in supporting all employees from a technology perspective as they build the future of mental healthcare
• You'll dedicate two days a week to our New York City office, providing essential on-site technical support, including A/V setup and troubleshooting, in addition to general office IT maintenance
• The remaining time will be dedicated to remote support for all employees and contributing to broader IT improvements
• Act as a primary point of contact for all IT-related issues, providing tier-1 support and ensuring timely resolution of service desk requests
• Provide on-site A/V support for meetings and presentations, ensuring seamless operation of video conferencing and presentation equipment in our NYC office
• Support the setup, configuration, and basic maintenance of office network connectivity for our NYC office
• Provide on-site IT support for employees in our NYC office
• Log, track, and resolve IT incidents in a timely manner
• Contribute to and maintain the internal IT knowledge base
• Collaborate with other IT team members to identify and implement process improvements

• Initial Screen: You’ll connect with someone in recruiting so you can learn more about the team, Headway’s mission and exciting growth, and we can get a better idea of your background
• Take Home Exercise: You’ll complete a short (<1 hour) take home exercise
• First Round: You'll meet with the IT Manager to discuss your previous experience, and do an initial technical screen
• Final Rounds: You’ll meet several team members for technical and non-technical interviews, and leave with a fuller picture of what it’s like to work at Headway
• References and the Offer: Our favorite part of the process! We'll send over all of the details, including specifics on employee equity, and congratulatory messages from excited future team members!

• Work from home opportunities

Total funding: $327m

1 in 4 US citizens are currently living with treatable mental health conditions, however, a vast majority of people are unable to access the care they need, the primary reason being cost. Headway connects clients with therapists who accept insurance as payment and provides independent practitioners with the tools and resources needed to serve their patients and manage administrative workloads.