IT Support Specialist

About Us
At SonderMind, we know that therapy works. SonderMind provides accessible, personalized mental health care that produces high-quality outcomes for individuals. SonderMind's individualized approach to care starts with using innovative technology to help people not just find a therapist, but find the right, in-network therapist for them. From there, SonderMind's clinicians are committed to delivering best-in-class care to all people by focusing on high-quality clinical outcomes. To enable our clinicians to thrive, SonderMind defines care expectations while providing tools such as clinical note-taking, secure telehealth capabilities, outcome measurement, messaging, and direct booking. Learn more at sondermind.com and follow us on LinkedIn , Instagram , and Twitter .
How you'll make an impact
SonderMind's rapid growth has presented us with the need to expand our IT Operations team. This group is responsible for creating, rolling out and supporting the technology our employees interact with on a daily basis. The IT Support Specialist role has many duties such as user access management, onboarding/offboarding, asset management, office technology support, and troubleshooting hardware and software issues. We're looking for a candidate who is looking to grow in their role on this new team, and has the customer service experience, communication skills, organizational skills, and listening skills that enhance the employee experience.
This is a hybrid role, and your time will be split between working remotely and in our Denver office.
What you'll do

• Work in our ticketing system to provide support in the following areas:
  • User access requests to systems and services
  • Troubleshoot hardware and software issues
• Support Onboarding and Offboarding lifecycles
• Asset management
  • Shipping laptops and peripherals
  • Retrieve laptops
  • Inventory management
  • Ordering
• Studio (our Denver HQ) & remote technical support
  • Conference room troubleshooting
  • Network troubleshooting
  • Printer troubleshooting
• Create documentation for our IT Services Center
• MDM Management and monitoring
• Collaborate with team on urgent issues and problem-solve as a group on challenging problems

What success looks like (how is success measured)

• Strong understanding of our SaaS library and how to administer access
• Successful troubleshooting of Windows and Apple hardware and software
• Efficient deployment of new equipment through our MDMs and onboarding/offboarding processes
• Maintain up-to-date knowledge of current standards and best practices in the IT industry
• SLA metrics
• First response time
• Total resolution time
• Customer satisfaction score
• Collaboration with teammates to identify emerging patterns and issues and engage in good documentation practices

What you'll bring with you

• Problem Solving : Manages priorities, maintains key stakeholder relationships, is accountable, creates solutions to problems holistically and considers impact of those decisions. Considers the long-term as well as immediate short-term outcomes of actions. Encourages new ways to solve traditional problems to facilitate continuous improvement
• Building Relationships : Demonstrates respect for the opinions and background of others. Builds trust and loyalty within the user base of the IT Services department. Able to build rapport and interpersonal relationships across departments. Can identify and read emotional currents and needs and can adjust communication style to fit the audience and message
• Collaboration & Cooperation : Keeps stakeholders informed and up-to-date on progress of issues and progress towards goals. Collaborate with team members to identify emerging issues and patterns and an openness to share knowledge. Able to translate technical terms and concepts for a non-technical audience
• Professional Expertise : Focuses on the needs, wants, and expectations of customers/clients internally and externally. Demonstrates an understanding of pain points and perspectives. Displays technical proficiency in IT Support areas and knowledge of trends.
• Learning and Proactivity : Continues to engage in professional development both by learning and improving, and also teaching others. Able to effectively prioritize tasks and issues according to business needs

Required Qualifications

• JIRA or other ticketing system experience
• User access management
• Onboarding and Offboarding
• New laptop provisioning
• Troubleshooting Windows 10 and macOS
• MDM | Asset management experience

Preferred Qualifications

• Experience with managing users and groups in Microsoft Azure AD
• Previous experience working with HIPAA or PHI/PII
• 2 + years Helpdesk / Service Desk experience
• SaaS administration
• Google Workspace
• Slack
• Office365
• SSO experience

What we value

• Curious: Seek to understand and pull the thread
• Courageous: Takes action, even when uncomfortable
• Lightful: Assume positive intent in others
• Authentic: Say what you mean, mean what you say, act accordingly
• Bucketworthy: Don't let your bucket leak

Our Benefits
The salary rate for this position is $24-28 per hour. Actual compensation and title is commensurate with qualifications and experience. This role is eligible to participate in our equity incentive and variable bonus plan.
As a leader in redesigning behavioral health, we are walking the walk with our employee benefits. We want the experience of working at SonderMind to accelerate people's careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their life and work.
Our benefits include:

• A commitment to fostering flexible hybrid work
• A flexible PTO policy with a minimum of three weeks off
• Therapy coverage benefits to ensure our employees have access to the care they need
• Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA and FSA options
• Eight (8) paid company holidays and a company shut-down during the last week of the year
• Employer-paid disability & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to eight (8) weeks of short-term disability leave
• Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition )
• 401K retirement plan with 100% matching on up to 4% of base salary

Mental wellness impacts people of every community. At SonderMind, building and supporting a diverse workforce is foundational to our goal to redesign behavioral healthcare to be more approachable and accessible. SonderMind is a committed equal opportunity employer and provides a workplace that will not tolerate discrimination or harassment on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.
Vaccination Policy: SonderMind requires all employees to be up to date with their COVID vaccination before entering our office space, the SonderMind Studio, or attending in-person meetings or events (including both indoor and outdoor).