Serve as the sole on-site IT point of contact for all SF employees, delivering Level I & II support for hardware, software, and SaaS issues, escalating Tier III issues to the NYC team with clear documentation and context
Actively monitor the service queue to ensure SLAs are not breached and metric goals are achieved
Own all A/V setup, maintenance, and troubleshooting for conference rooms, and support virtual meetings and webinars via Zoom to ensure a seamless hybrid experience
Act as the primary IT liaison with SF building management, coordinating technology infrastructure needs, repairs, and facilities-related requests
Manage local vendor relationships for repair, maintenance, and limited procurement needs
Maintain accurate, up-to-date inventory of all hardware assets and accessories on-site
Assist with IAM tasks including employee onboarding/offboarding, access provisioning, and periodic access reviews using tools such as Okta
Support device management and compliance using JAMF or a comparable MDM platform
Author and maintain knowledge base articles and SOPs relevant to the SF office environment and general IT best practices
Proactively identify recurring issues, propose process improvements to reduce ticket volume, and participate in cross-functional IT projects contributing SF-specific context and feedback to the broader team
What success looks like:
Ticket resolution times consistently meet or exceed defined SLA targets
Employee satisfaction with IT support, measured through periodic survey scores
A/V uptime and meeting readiness conference rooms are operational and incident-free for scheduled meetings
Onboarding and offboarding requests completed within defined turnaround windows
Knowledge base coverage regular contribution of new and updated SOPs reflecting the SF office environment
Reduction in repeat ticket volume through proactive identification and resolution of root-cause issues
Requirements
3-5 years of experience in an IT support or IT operations role
Strong macOS and iOS troubleshooting skills
Hands-on experience with JAMF or a comparable MDM platform
Proficiency with Google Workspace with Admin permissions
Working knowledge of Okta or a similar identity and access management platform
Experience with tools including Slack, Zoom, Asana, Asset Manager tooling, and Atlassian products
Familiarity with password management platforms
Comfortable with A/V systems, conference room technology, and basic networking troubleshooting
Self-directed and highly organized able to manage priorities and make decisions independently without day-to-day supervision
Clear and proactive communicator with both local colleagues and a remote team
Basic to advanced knowledge of AI tooling including ChatGPT, Claude, Gemini
Experience in workflow orchestration tooling (n8n, Zapier, Workato, Okta Workflows)
Benefits
Health insuranceVision insuranceRemote work options
Additional Information
Our mission: to eliminate every barrier to mental health.
At Spring Health, we're on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare , empowers us to deliver the right care at the right time-whether it's therapy, coaching, medication, or beyond-tailored to each individual's needs.
We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we've been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.
We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We're just getting started-join us on our journey to make mental healthcare accessible to everyone, everywhere.
Reporting to the Associate Director, IT Support, this IT Support Engineer will serve as the primary, and sole, IT presence at our San Francisco satellite office. This person will lead all aspects of on-site technology support, from end-user hardware and software troubleshooting to A/V operations, SaaS administration, and building/vendor coordination.
Please note that this is an onsite role based in San Francisco , with an expectation to be in the office 5 days per week at our 44 Montgomery Street location. Candidates must be based in the San Francisco metro area or able to relocate independently within 90 days of their start date. Occasional travel will be required for team on-sites and other satellite locations.
Springhealth66 · San Francisco, CA