IT Support Specialist

Summary

Join Headway's IT team as an IT Support Specialist and play a vital role in supporting employees as they build the future of mental healthcare. This hybrid position requires two days a week in our New York City office, providing on-site technical support, A/V setup, and troubleshooting, along with general office IT maintenance. The remaining time will be dedicated to remote support and contributing to broader IT improvements. You will act as the primary point of contact for IT issues, providing tier-1 support and ensuring timely resolution of service desk requests. This role is ideal for someone passionate about technology, problem-solving, and providing excellent customer service in a fast-paced startup environment. Headway offers a competitive compensation and benefits package, including equity compensation, comprehensive health and wellness benefits, retirement savings, and meaningful ownership opportunities.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development