IT Support Specialist, SonderMind

• Experience with managing users and groups in Okta
• Previous experience working with HIPAA or PHI/PII
• 2 + years Helpdesk / Service Desk experience
• SaaS administration
• SSO experience
• JIRA or other ticketing system experience
• User access management
• Onboarding and Offboarding experience
• New laptop provisioning
• Troubleshooting Windows 10 and macOS
• MDM and Asset management experience

• SonderMind's rapid growth requires expanding the IT Operations team
• This role supports the technology employees use daily
• The IT Support Specialist manages user access, onboarding/offboarding, assets, office technology, and troubleshoots issues
• We need a candidate with customer service, communication, and organizational skills to enhance the employee experience
• This hybrid role combines remote work with regular in-office presence in Denver, including key events like monthly all-hands, board meetings, and the annual in-person gathering
• Provide support through the ticketing system for user access requests and troubleshooting hardware/software issues
• Support onboarding and offboarding lifecycles
• Manage assets, including shipping/retrieving laptops, inventory, and ordering
• Provide technical support for the Denver HQ (Studio) and remote employees, including conference rooms, network, and printers
• Create documentation for the IT Services Center
• Manage and monitor Mobile Device Management (MDM)
• Collaborate with the team on urgent issues and problem-solve challenging problems
• Strong understanding of the SaaS library and access administration
• Successful troubleshooting of Windows and Apple hardware/software
• Efficient deployment of new equipment through MDMs and onboarding/offboarding processes
• Maintain up-to-date knowledge of IT industry standards and best practices
• Meet SLA metrics: first response time, total resolution time, and customer satisfaction score
• Collaborate to identify emerging patterns/issues and engage in good documentation

• This position will be an ongoing recruitment process and will be open until filled

• We work to support our employees wherever they are in life
• We offer health, vision, dental, disability, and mental health coverage
• And beyond that, you're required to take at least three weeks of PTO each year!

Total funding: $183.2m

Demand for mental health services in the U.S. is soaring, yet therapeutic services are generally expensive, uniform, and hard to access for the majority of people. This is mainly due to the fact that most mental health practitioners don't accept insurance or work within a healthcare infrastructure.