As our IT Support Specialist, you will serve as the first point of contact for employees needing technical support, onboarding assistance, or help navigating our core systems. You will provide Tier 1 support, assist with onboarding, daily IT operations, and help ensure team members stay productive and supported. This is an excellent opportunity for someone who enjoys solving problems, working with exceptional people, helping scale a mission driven organization, and growing a career in IT.
Job Specifics
As our IT Support Specialist you will:
- Respond to technical support requests, aiming to resolve most issues on first contact
- Troubleshoot and resolve common issues related to Google Workspace (password resets, MFA, login issues), Slack, and other SaaS tools
- Support Mac, Windows, Chromebook, and mobile devices for new hires and existing team members across the full device lifecycle including imaging, inventory tracking, and coordinating device returns or replacements
- Document recurring issues and escalate complex problems when necessary as well as maintain accurate records in tools such as Kandji, NinjaOne, Freshservice, and other IT platforms
- Provide basic networking support and troubleshooting of common internet, LAN and WiFI issues and help support network-connected devices such as printers and scanners
- Assist with onboarding and offboarding tasks such as account creation, equipment setup, and basic access provisioning
You will be a good fit if you have:
- 1–2 years of experience in an IT support, helpdesk, or service desk role
- Familiarity with Google Workspace administration, including password resets, group permissions, and basic troubleshooting
- Experience with supporting and provisioning Mac, Windows, Chromebooks, and mobile devices using tools such as Kandji, NinjaOne, or other MDMs
- Clear communication, solid troubleshooting skills, and attention to detail with a strong service orientation with a desire to help others and improve support delivery
- Ability to manage multiple support requests with a focus on empathy, responsiveness, and followthrough to a resolution
- Willingness to learn new systems, work independently, and collaborate closely with the IT team
The experience you bring to this role includes:
- Experience supporting hybrid or distributed teams
- Familiarity with Slack-based IT support workflows
- Understanding of ITSM practices or tools such as Freshservice, Jira Service Management, Zendesk, or similar
- Interest in process automation or improving support documentation
We firmly believe that great candidates for this role may not meet 100% of the criteria listed in this posting. We encourage you to apply anyway - we look forward to begin getting to know you.
Benefits
For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture.
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What We Do
firsthand is transforming the way individuals living with Serious Mental Illness (SMI) receive care. We are focused on delivering real outcomes for a cohort that has historically been underserved, stigmatized, and deprioritized. By building a service focused on whole-person care, firsthand aims to find, establish a trusting relationship with, and support quality care for individuals living with complex experiences of SMI. Most importantly, our goal is to be the trusted guide, partner, and first call for individuals we serve, guiding them to a life of stability and independence. In doing so, we will not only improve lives, but also improve the economics for managed care plans and states responsible for providing care to this community. This enables us to build solutions that scale and, as a result, change the way our society supports those most impacted by serious mental illness.
Why Work With Us
Our frontline colleagues bring lived experience with serious mental illness to their work- they’ve walked in the shoes of those we serve. They can build trust in a way many others cannot. Much of our team has a personal connection to the mental illness space, and we come together from a wide variety of backgrounds to unite in this common mission.
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firsthand Health Inc Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our Support team (Tech, Operations, G&A) members can work remotely anywhere in the U.S or from our NYC office.
