IT Support Coordinator

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, J.P. Morgan Chase, 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, William K Warren Foundation, 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 Senior Manager, IT Support Engineering the IT Support Coordinator will assist with all matters relating to end user support.

What you’ll be doing:

• Primary Level I end-user support for software and hardware issues/requests
• Provides resolutions based off of established SOPs and best practices, efficiently escalating Tier II & III issues to appropriate stakeholders
• Contributes to creating and updating knowledge base articles for standard operating procedures
• Provides support for small to medium format virtual meetings utilizing Zoom Meetings and Webinars
• Assists with managing IAM tools, ensuring proper documentation of access and assisting with account audits
• Contributes to determining best practices and refines internal processes to increase productivity
• Actively monitor Service queue ensuring SLAs are not breached and Metric goals are achieved
• Participates in cross team and functional meetings, projects and initiatives providing meaningful feedback and updating key stakeholders in a timely manner

What success looks like in this role:

• Ensure timely response to requests & incidents submitted through support portal, email, and Slack
• Ensure timely resolution to requests & incidents submitted through support portal, email, and Slack
• Retain a high customer satisfaction rating for completed tickets
• Provide project or initiative related objectives in alignment with request

What we expect from you: 

• 1-3 years of experience in an IT focused role
• Working knowledge of Mac OS and iOS
• Self-starter, organized, efficient, and proactive
• Great communication skills
• Experience with JAMF and other MDM solution
• Basic knowledge of Google Workspace (Google Docs, Sheets, Slides, Forms, etc.)
• Working knowledge of collaboration platforms such as Slack, Zoom, Asana, Atlassian, etc
• Working knowledge of password management platforms
• Working knowledge of secure identity cloud services like Okta
• Experience developing creative solutions to complex problems
• Strong statistical and analytical skills
• Ability to prioritize initiatives and projects according to business needs and any other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Organization’s Values.”

The target base salary range for this position is $75,000 - $95,000, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace

To ensure intentional and equitable hiring practices, we use a balanced candidate slate in our interviews. This approach guarantees that our pool of qualified candidates includes individuals who are underrepresented in our organization at all levels. This is a key performance indicator (KPI) for our recruiting and hiring teams, reported quarterly to maintain accountability.

Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health: Our Values

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.