Senior IT Support Engineer at Headway Masters LLC

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Jan, 26

Salary

172000.0

Posted On

16 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Systems Administration, Technical Support, A/V Systems, Network Connectivity, Google Workspace, Zoom, Slack, Atlassian Jira, Atlassian Confluence, 1Password, macOS, Windows, ChromeOS, Problem-Solving, Communication

Industry

Mental Health Care

Description

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance. 1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice. Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 60,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better. About the role: As a Senior IT Support Specialist at Headway, you will be vital in supporting all employees from a technology perspective as they build the future of mental healthcare. You’ll work closely with peers across IT to deliver exceptional service across both remote and in-office environments, with a focus on executive support, A/V systems, and event readiness. You’ll also contribute to scaling IT processes, improving tools and documentation, and mentoring teammates to elevate how IT operates across the organization. You will love this role if… You enjoy solving technical problems and helping others. You are passionate about technology and staying up-to-date with the latest trends. You thrive in a fast-paced startup environment and bring structure where there is ambiguity. You want hands-on experience with the latest technologies. You value both technical depth and great customer service. You enjoy collaborating closely with teammates and cross-functional partners. You enjoy having a mix of remote and in-person work and building relationships with on-site teams. What you’ll do here: Act as a senior technical resource within IT Support, owning and resolving complex issues, guiding incident resolution, improving processes, and setting a high standard for partnership and service excellence. Provide white-glove, high-touch support for executives and senior leaders, both remotely and on-site Oversee on-site A/V support for meetings, presentations, and company-wide gatherings ensuring seamless operation of video conferencing and presentation equipment in our NYC office. Support and maintain office infrastructure, including setup, configuration, and basic maintenance of network connectivity in our NYC office. Partner with IT Engineering to improve systems, tools, and processes that enhance the overall employee technology experience. Contribute to, maintain, and improve internal IT documentation and knowledge bases. Provide mentorship and serve as an escalation point for junior IT team members, sharing knowledge and fostering a culture of excellence. You’d be a great fit if... You have 5-7 years of experience in IT support, systems administration, 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 white-glove technical support to executives and leadership teams. You have deep expertise with conference room technology and A/V systems and a knack for resolving 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 a strong understanding of macOS, Windows, and ChromeOS operating systems You have strong problem-solving, analytical, and communication skills, with the ability to build trust across all levels of the organization. Our interview process After you apply to Headway, here are some details of what to expect during the interview process. Initial Screen: You’ll connect with someone in recruiting so you can learn more about the team, Headway’s mission and exciting growth, and we can get a better idea of your background. Take Home Exercise: You’ll complete a short (

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Responsibilities

As a Senior IT Support Specialist, you will support all employees from a technology perspective and provide high-touch support for executives. You will also oversee A/V support and contribute to improving IT processes and documentation.