IT Support Specialist

firsthand Health • New York, NY

4h • $80,000 - $85,000

About The Position

firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health.
firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI.
We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun.
As our IT Support Specialist, you will serve as the first point of contact for employees needing technical support, onboarding assistance, or help navigating our core systems. You will provide Tier 1 support, assist with onboarding, daily IT operations, and help ensure team members stay productive and supported. This is an excellent opportunity for someone who enjoys solving problems, working with exceptional people, helping scale a mission driven organization, and growing a career in IT.

Requirements

• 1–2 years of experience in an IT support, helpdesk, or service desk role
• Familiarity with Google Workspace administration, including password resets, group permissions, and basic troubleshooting
• Experience with supporting and provisioning Mac, Windows, Chromebooks, and mobile devices using tools such as Kandji, NinjaOne, or other MDMs
• Clear communication, solid troubleshooting skills, and attention to detail with a strong service orientation with a desire to help others and improve support delivery
• Ability to manage multiple support requests with a focus on empathy, responsiveness, and followthrough to a resolution
• Willingness to learn new systems, work independently, and collaborate closely with the IT team

Nice To Haves

• Experience supporting hybrid or distributed teams
• Familiarity with Slack-based IT support workflows
• Understanding of ITSM practices or tools such as Freshservice, Jira Service Management, Zendesk, or similar
• Interest in process automation or improving support documentation

Responsibilities

• Respond to technical support requests, aiming to resolve most issues on first contact
• Troubleshoot and resolve common issues related to Google Workspace (password resets, MFA, login issues), Slack, and other SaaS tools
• Support Mac, Windows, Chromebook, and mobile devices for new hires and existing team members across the full device lifecycle including imaging, inventory tracking, and coordinating device returns or replacements
• Document recurring issues and escalate complex problems when necessary as well as maintain accurate records in tools such as Kandji, NinjaOne, Freshservice, and other IT platforms
• ​​Provide basic networking support and troubleshooting of common internet, LAN and WiFI issues and help support network-connected devices such as printers and scanners
• Assist with onboarding and offboarding tasks such as account creation, equipment setup, and basic access provisioning

Benefits

• For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential.
• Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed