IT Support Specialist

BetterHelp

23h•$70,000 - $85,000•Remote

About The Position

BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world’s largest online therapy service, providing affordable and convenient therapy in across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we’re not stopping there – as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution. As an IT Support Specialist at BetterHelp, you’ll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. And as a mental health company, we take employee mental health just as seriously as we do our mission. We deeply invest in our team’s well-being and professional development, because we know that business and individual growth go hand-in-hand. At BetterHelp, you’ll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you the whole way. We are looking for an individual to join our IT team and assist with the operations of our diverse internal systems. You will assist our team in making sure that our employees' technical problems are swiftly resolved and that our Systems team is aware of problems while they’re still small. A strong candidate will set themselves apart with knowledge of emerging technologies for distributed teams. This position will serve as primary support for our East Coast and growing teams in Europe. You will be required to cover 9 am – 6 pm EST (UTC-05:00). This is a fully remote position. We’re looking for someone who cares and wants to be involved in our product, mission, and success - way beyond checking off tasks. And of course, at BetterHelp you will enjoy true teamwork and lots of fun!

Requirements

2-3 years of hands-on experience across a wide IT scope including Mac hardware, software / SaaS applications, and OS support experience including installation, configuration, and troubleshooting
Strong verbal and written communication skills
Strong presentation skills
Experience with Apple device MDMs
Comfortable with configuration and administration of SaaS applications - JIRA/Atlassian products, Okta, Google Workspace administration, Slack, ChatGPT, Kandji, etc.
Excellent judgment and decision making with an emphasis on security, privacy, and compliance
Strong ability to think on your feet, come up with innovative solutions, and solve problems that may be completely unique

Nice To Haves

Experience working in a HIPAA, SOC2, or ISO 27001 compliant environment a strong plus
Experience working with remote teams preferred

Responsibilities

Handle the day-to-day IT operations, from hardware setups to account troubleshooting, and provide best-in-class client-side support
Assist internal users with errors via the Jira service management ticketing system
Own and improve our end-user onboarding & off-boarding process and experience
Manage the relationship with our procurement vendors
Provide audit support to compliance teams
Develop and deploy automation to make your job easier
Work with senior IT staff to improve productivity via SaaS integrations
Perform SaaS solution audits
Assist management with research of AI products that will increase business efficiencies
Have access to a skilled team as your mentors