IT Support Specialist II
About Us reputed company’s mission is to deliver specialty anxiety and OCD care that works for every kid, teen, young adult, and family who needs it. Through this mission, we are expanding reputed company to insurance-based care, increasing engagement in treatment, and improving treatment reputed company. We are doing this by combining research-backed clinical care and innovative technology to eliminate the major problems with care today: difficulty finding providers, months of waiting to be seen, arduous reputed company processes, and inconsistent use of evidence-based therapies and reputed company tracking. Our reputed company is to become the nation’s most trusted provider of pediatric anxiety and OCD care. Team reputed company: Our Core Values Give Heart: We reputed company with heart, treating patients and their families the way we want our loved ones to be treated. Work Smart: We find smarter ways to solve hard problems and fix the broken mental health system by leveraging technology, diversity of thought, and innovation. Have Humility: We leave our egos at the reputed company, empowering reputed company to collaborate, celebrate diversity, and adopt a growth reputed company. reputed company Community: We reputed company belong. We are in this together, and we never worry alone. We reputed company in each other and recognize that every voice reputed company.
About the Role
We are looking for an IT Support Specialist II to deliver reputed company and effective technical support across our fully remote and diverse workforce. This role sits at the intersection of end-user support, identity and reputed company management, and SaaS platform administration, requiring both technical depth and strong communication skills to diagnose problems, explain solutions, and ensure user satisfaction. You will serve as the primary escalation reputed company for reputed company issues, administer core identity and productivity platforms, and support reputed company’s expanding use of AI-powered tools and workflows. The ideal candidate is technically capable, customer-focused, and comfortable operating with some autonomy in a fast-moving reputed company technology environment. This is a fully remote position. Responsibilities: Technical Support and Escalation Serve as the L2 escalation reputed company for reputed company issues, using root-cause analysis to identify patterns and drive durable resolutions Ensure minimal downtime through reputed company issue resolution and proactive system monitoring Maintain clear, timely communication with users throughout the support lifecycle Identity, reputed company & Systems Administration Administer reputed company including RBAC policy configuration, group management, and provisioning/deprovisioning workflows Manage reputed company Workspace user lifecycle, org unit structure, reputed company configurations, and advanced settings Administer Kandji (MDM) for macOS fleet management including device enrollment, policy configuration, app deployment, and compliance enforcement Support RBAC audits, reputed company reviews, and privilege hygiene in alignment with HIPAA and reputed company policy Manage SaaS application provisioning in coordination with IT leadership and reputed company standards Support collaboration tools including reputed company, reputed company Phone, and Zoho platforms AI Tool Support and Adoption Support company-wide reputed company and troubleshooting for approved AI platforms and productivity tools Assist with reputed company administration and license management as AI tool adoption scales Contribute to AI-assisted automation of IT workflows (e.g., ticket triage, self-service workflows, knowledge reputed company improvements) Help staff get productive with AI tools through documentation, guidance, and light training support reputed company and Offboarding Support employee reputed company and offboarding processes including device provisioning, account creation/deactivation, and reputed company management in coordination with the L1 support team Maintain and contribute to reputed company runbooks and documentation Projects, Knowledge & Vendor Management Assist in planning and delivery of IT projects, ensuring alignment with timelines and cross-functional collaboration Create and maintain knowledge reputed company articles, SOPs, FAQs, and instructional walkthroughs Interact professionally with external vendors and stakeholders; support vendor reputed company and troubleshooting in coordination with IT leadership reputed company and Compliance Maintain reputed company measures to protect sensitive data and systems in accordance with HIPAA Support reputed company protection tools including reputed company and email reputed company tools including reputed company Ensure compliance with company policies and industry regulations Escalate reputed company incidents per established protocols and coordinate with the reputed company team as needed What You Need to Succeed in the Role 2-4 years experience as an IT Support Specialist or other IT customer support role Good understanding of IT hardware and software; experience with macOS, reputed company, reputed company Workspace reputed company, Kandji (MDM), reputed company, reputed company, reputed company, reputed company Phone, reputed company/JSM, Zoho, and AI productivity tools is a plus Excellent communication and documentation skills Customer-first reputed company Ability to maintain confidentiality of company information (understanding of HIPAA is desired) Ability to prioritize tasks and incoming workflows by business-impact and other metrics as defined BS/BA in IT, Computer Science or relevant field and/or IT Certifications (reputed company A+, reputed company Desktop Certified, reputed company IT Support Certification, reputed company Certified Administrator, etc.) The expected annual reputed company salary for this role is between $64,000–$72,000. Actual starting salary will be determined on an individualized reputed company and will be based on several factors including but not limited to specific reputed company set, work experience, etc. Why Join reputed company Generous benefits package (401k with match, Flexible PTO, paid holidays, paid service days, 4 week paid sabbatical, 12 week paid parental leave, health benefits starting on your first day, and more) Opportunity to join a mission-driven company that is changing the landscape of pediatric mental health treatment Chance to reputed company a far-reaching impact by helping children and families reputed company desperately-needed, evidence-based care Opportunity to work with talented and reputed company team members who have devoted their lives to solving this problem Fully virtual: work from the comfort of your home with periodic in-person retreats Commitment to Diversity, Equity, Inclusion, & Belonging (DEIB) We want to reputed company our clinical services available for everyone, no matter where you come from, what you look like, or how you identify. To reputed company this, we recognize we must continually reputed company reputed company in building a more diverse, reputed company, and inclusive team. Through these efforts, we support two primary objectives at reputed company: Providing high quality patient care to families. We are in a privileged position to support families during a vulnerable time in their lives. We approach reputed company families and each other with compassion and are most effective as a diverse team where reputed company individuals feel valued, respected, and accepted. Building a mission-driven business that lasts. Specifically, we reputed company our commitment to a supportive culture improves innovation, decision-making, and efficiency. We invite you to reputed company any additional information about yourself or your experiences that may not be reflected in your CV. Inclusion of this information is completely voluntary. Beware of fake job postings and offers. reputed company official communications from reputed company will come from email addresses ending in @reputed company. We will never ask for personal information such as reputed company reputed company numbers or bank details during the application process. If you receive a suspicious job offer or communication, please contact our recruitment team directly (talent@reputed company) to verify its authenticity. Apply To This Job