IT Support Specialist - Remote Eligible

IT Support Specialist

BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world's largest online therapy service, providing affordable and convenient therapy across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we're not stopping there – as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution.

As an IT Support Specialist at BetterHelp, you'll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. And as a mental health company, we take employee mental health just as seriously as we do our mission. We deeply invest in our team's well-being and professional development, because we know that business and individual growth go hand-in-hand. At BetterHelp, you'll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you the whole way.

What Are We Looking For?

We are looking for an individual to join our IT team and assist with the operations of our diverse internal systems. You will assist our team in making sure that our employees' technical problems are swiftly resolved and that our Systems team is aware of problems while they're still small. A strong candidate will set themselves apart with knowledge of emerging technologies for distributed teams. This position will serve as primary support for our East Coast and growing teams in Europe. You will be required to cover 9 am – 6 pm EST (UTC-05:00). This is a fully remote position.

We're looking for someone who cares and wants to be involved in our product, mission, and success - way beyond checking off tasks. And of course, at BetterHelp you will enjoy true teamwork and lots of fun!

What Will You Do?

• Handle the day-to-day IT operations, from hardware setups to account troubleshooting, and provide best-in-class client-side support
• Assist internal users with errors via the Jira service management ticketing system
• Own and improve our end-user onboarding & off-boarding process and experience
• Manage the relationship with our procurement vendors
• Provide audit support to compliance teams
• Develop and deploy automation to make your job easier
• Work with senior IT staff to improve productivity via SaaS integrations
• Perform SaaS solution audits
• Assist management with research of AI products that will increase business efficiencies
• Have access to a skilled team as your mentors

What Will You Not Do?

• You will not worry about "runway", "cash left", or "how much time we have until the next round". We have the startup DNA but we're fully backed and funded, all the way to success.
• You will not be confined to your "job". You will get involved in product, marketing, business strategy, and almost everything we do.
• You will not be bogged down by office politics, ego, or bad attitude. Only positive, pleasure-to-work-with people are allowed here!
• You will not get yourself burned out. We work hard but we believe in maintaining a sustainable work/life balance. Really.

Can I Work Remotely?

Yes. We operate on PST and candidates in any time zone are welcome to apply. We ask employees to travel to our San Jose, CA office up to three times per year plus one company-wide offsite to collaborate in person and strengthen working relationships. Travel expenses are covered and reasonable accommodations are made for those under unique circumstances who cannot travel.

Requirements

• 2-3 years of hands-on experience across a wide IT scope including Mac hardware, software / SaaS applications, and OS support experience including installation, configuration, and troubleshooting
• Strong verbal and written communication skills
• Strong presentation skills
• Experience with Apple device MDMs
• Comfortable with configuration and administration of SaaS applications - JIRA/Atlassian products, Okta, Google Workspace administration, Slack, etc.
• Excellent judgment and decision making with an emphasis on security, privacy, and compliance
• Strong ability to think on your feet, come up with innovative solutions, and solve problems that may be completely unique
• Experience working in a HIPAA, SOC2, or ISO 27001 compliant environment a strong plus
• Experience working with remote teams preferred

Benefits

• Remote work with regular in-person bonding experiences sponsored by the company
• Competitive compensation
• Holistic perks program (including free therapy, employee wellness, and more)
• Excellent health, dental, and vision coverage
• 401k benefits with employer matching contribution
• The chance to build something that changes lives – and that people love
• Any piece of hardware or software that will make you happy and productive
• An awesome community of co-workers

The base salary range for this position is $70,000 - $85,000. In addition to the base salary, this position is eligible for a performance bonus and the extensive benefits listed here. Total compensation is based on several factors – including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable to all full-time positions.

At BetterHelp we thrive on difference and individuality, and as part of the Teladoc Health family, we are proud to be an Equal Opportunity Employer. We never have and never will discriminate against any job candidate or employee due to age, race, ethnicity, religion, sex, color, national origin, gender, gender identity, sexual orientation, medical condition, marital status, parental status, disability, or Veteran status.