IT Support Engineer II

Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage. Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners. As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission. Reporting to the Associate Director, IT Support Engineering, this IT Support Engineer II will be a core member of our NYC-based IT team, owning A/V systems support, employee lifecycle management, and IT automation initiatives, while providing white-glove support to executive leadership. This is a full-time position based onsite 5 days per week at our NYC Office. Occasional travel may be required for team on-sites or satellite office support. What you'll do: Own end-to-end A/V setup, maintenance, and troubleshooting for all conference rooms and event spaces, serving as the go-to expert for A/V systems and ensuring a seamless in-person and hybrid meeting experience for employees and leadership Manage the full employee lifecycle from an IT perspective, including onboarding and offboarding, access provisioning, and account deprovisioning across core systems Support asset management in collaboration with the team, including tracking, deployment, and quarterly inventory audits to maintain accurate hardware records Maintain proficiency with MDM solutions (JAMF or comparable) to troubleshoot technical issues and improve day-to-day quality of life for employees Build and maintain automations using low-code/no-code tools (e.g., Zapier, n8n, Okta Workflows) to streamline recurring IT processes and reduce manual ticket volume Help manage hardware lifecycle Provide white-glove and highly responsive IT support to executive leadership, anticipating needs and minimizing disruption Serve as an escalation point for Tier I & II support, providing advanced troubleshooting for complex hardware, software, and network issues Develop and maintain SOPs and knowledge base articles to document IT support workflows and best practices Proactively identify recurring issues and inefficiencies, and propose scalable process or automation improvements to reduce support burden What success looks like: A/V uptime and meeting readiness: conference rooms are operational and incident-free for scheduled meetings Onboarding and offboarding requests completed accurately and within defined turnaround windows Asset inventory accuracy, verified through regular audits Reduction in manual/repetitive ticket volume through automation initiatives Executive support satisfaction, measured through direct feedback and responsiveness to leadership requests Ticket resolution times consistently meet or exceed defined SLA targets What you'll bring: 4-7+ years of experience in IT support, IT operations, or end-user support engineering Demonstrated fluency with AI tools (e.g., ChatGPT, Claude, Gemini) to increase speed, quality, and efficiency in day-to-day troubleshooting, documentation, and process improvement Strong, hands-on expertise with A/V systems and conference room technology Strong working knowledge of MDM platforms (JAMF or comparable) Hands-on experience with IAM/identity platforms such as Okta, including employee onboarding/offboarding and access reviews Experience building automations using low-code/no-code tools such as Zapier, n8n, or Okta Workflows Strong working knowledge of MacOS, Windows OS, iOS, and Android OS Experience managing hardware asset lifecycles, including procurement and vendor coordination Proven experience supporting executive/C-suite stakeholders with tact and responsiveness Proactive approach to project management and process improvement Strong working knowledge of Google Workspace, Slack, Zoom, and Atlassian products Nice to have: Jamf 100 & Jamf 200 certifications Experience supporting a hybrid or multi-office environment Familiarity with ITIL frameworks or formal ticketing/service management practices Basic knowledge of scripting languages (e.g., Python, Bash, PowerShell) Prior experience in a fast-growth or high-ambiguity environment Localized network support experience Experience in a highly regulated HIPAA environment The target base salary range for this position is $53.85 - $67.82 per hour, and is part of a competitive total rewards package including equity 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. At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents. 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. Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply. Our 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.