HelpDesk Support Specialist Tier 2

Job Description At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare. Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team! LifeStance Health Values Belonging: We cultivate a space where everyone can show up as their authentic self. Empathy: We seek out diverse perspectives and listen to learn without judgment. Courage: We are all accountable for doing the right thing - even when it's hard - because we know it's worth it. One Team: We realize our full potential when we work together towards our shared purpose. Benefits As a full-time employee of LifeStance Health, the following benefits are offered: medical, dental, vision, AD&D, short and long-term disability, and life insurance. Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay and an Employee Assistance Program. Position Overview The IT Operations Support Specialist will play a critical role in maintaining smooth IT operations by handling Tier 2 technical issues, supporting projects, and ensuring timely resolution of service requests. This position requires a balance of advanced troubleshooting skills and strong customer service, as the specialist will also respond to incoming calls and manage tickets in the support queue. Compensation: $25.00 - $27.00/hour in addition to a competitive bonus plan Key Responsibilities Tier 2 Support Diagnose and resolve escalated technical issues related to hardware, software, and network systems. Collaborate with Tier 1 support and other IT teams to ensure efficient problem resolution. Project Support Assist in IT operations projects, including system upgrades, deployments, and process improvements. Document project tasks and provide status updates to stakeholders. Service Desk Duties Answer incoming support calls and provide prompt assistance to end-users. Monitor and manage tickets in the queue, ensuring timely response and resolution. Escalate complex issues to Tier 3 or specialized teams when necessary. Documentation & Reporting Maintain accurate records of issues, resolutions, and project activities. Contribute to knowledge base articles and process documentation. Required Qualifications Associate degree in Information Technology or related field (or equivalent experience). 4+ years of experience in IT support, with exposure to Tier 2 troubleshooting. Strong understanding of Windows and MacOS environments, networking fundamentals, and common enterprise applications. Excellent communication and customer service skills. Ability to prioritize tasks and work in a fast-paced environment. Preferred Qualifications Familiarity with scripting or automation for operational tasks. Certifications such as CompTIA Network+, A+, or Microsoft Certified Professional. LifeStance provides the compensation range and benefits that it in good faith believes it might pay and/or offer for this position. LifeStance reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law. LifeStance is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive work environment for all our employees. LifeStance Health complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Human Resources Team at View email address on click.appcast.io. Please note: This contact is intended solely for accommodation requests. Inquiries regarding applications, resumes and applicant status should not be sent to this email address as they will not be reviewed or responded to. To apply for a position, please use our official careers page. #J-18808-Ljbffr LifeStance Health