HelpDesk Support Specialist Tier 2

LifeStance Health

About The Position

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare. Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team! LifeStance Health Values Belonging: We cultivate a space where everyone can show up as their authentic self. Empathy: We seek out diverse perspectives and listen to learn without judgment. Courage: We are all accountable for doing the right thing - even when it's hard - because we know it's worth it. One Team: We realize our full potential when we work together towards our shared purpose. The IT Operations Support Specialist will play a critical role in maintaining smooth IT operations by handling Tier 2 technical issues, supporting projects, and ensuring timely resolution of service requests. This position requires a balance of advanced troubleshooting skills and strong customer service, as the specialist will also respond to incoming calls and manage tickets in the support queue.

Requirements

Associate degree in Information Technology or related field (or equivalent experience).
4+ years of experience in IT support, with exposure to Tier 2 troubleshooting.
Strong understanding of Windows and MacOS environments, networking fundamentals, and common enterprise applications.
Excellent communication and customer service skills.
Ability to prioritize tasks and work in a fast-paced environment.

Nice To Haves

Familiarity with scripting or automation for operational tasks.
Certifications such as CompTIA Network+, A+, or Microsoft Certified Professional.

Responsibilities

Diagnose and resolve escalated technical issues related to hardware, software, and network systems.
Collaborate with Tier 1 support and other IT teams to ensure efficient problem resolution.
Assist in IT operations projects, including system upgrades, deployments, and process improvements.
Document project tasks and provide status updates to stakeholders.
Answer incoming support calls and provide prompt assistance to end-users.
Monitor and manage tickets in the queue, ensuring timely response and resolution.
Escalate complex issues to Tier 3 or specialized teams when necessary.
Maintain accurate records of issues, resolutions, and project activities.
Contribute to knowledge base articles and process documentation.