IT Support Specialist

About Us

InStride Health’s mission is to deliver specialty anxiety and OCD care that works for every kid, teen, young adult, and family who needs it. Through this mission, we are expanding access to insurance-based care, increasing engagement in treatment, and improving treatment outcomes. We are doing this by combining research-backed clinical care and innovative technology to eliminate the major problems with care today: difficulty finding providers, months of waiting to be seen, arduous onboarding processes, and inconsistent use of evidence-based therapies and outcomes tracking. Our vision is to become the nation’s most trusted provider of pediatric anxiety and OCD care.

Team InStride Health: Our Core Values

• Give Heart: We lead with heart, treating patients and their families the way we want our loved ones to be treated. 
• Work Smart: We find smarter ways to solve hard problems and fix the broken mental health system by leveraging technology, diversity of thought, and innovation.
• Have Humility: We leave our egos at the door, empowering our team to collaborate, celebrate diversity, and adopt a growth mindset.
• Embrace Community: We all belong. We are in this together, and we never worry alone. We believe in each other and recognize that every voice matters.

About the Role

At InStride Health, the role of the IT Support Specialist is to provide timely and effective IT technical support for InStride staff. An excellent IT Support Specialist must be knowledgeable and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with sometimes frustrated users. The goal of this role is to unblock staff so they can effectively do their job.

Responsibilities

Technical Assistance and Support:

• Serve as the initial point of contact for InStride staff seeking timely technical assistance for the InStride Health platform support.
• Conduct remote troubleshooting using diagnostic techniques and relevant inquiries.
• Efficiently manage and prioritize tasks to ensure timely completion.

IT Operations and Maintenance:

• Assist in maintaining essential IT operations by troubleshooting hardware, software, operating systems, and applications to ensure our clinical staff experiences minimal downtime."
• Ensure the smooth functioning of all IT systems, minimizing downtime and addressing issues promptly.

Onboarding / Offboarding:

• Complete the technical components of onboarding for new InStride employees. Make sure new employees have the necessary IT tools and access to perform their roles effectively from day one.
• Complete offboards securely and within compliance requirements.

Documentation and Knowledge Base:

• Provide accurate information on IT products and services for InStride employees.
• Create, update, and maintain knowledge base articles, documents and videos to assist users and improve efficiency.
• Record FAQs, Root-Cause Diagnosis and their resolution in logs to track progress and ensure follow-up.

Process Improvement and Feedback:

• Collect feedback and suggestions from users to enhance the IT support process, ensuring a high level of user satisfaction.

Security and Compliance:

• Uphold security measures by following established protocols to protect sensitive data in accordance with HIPAA, and escalate any potential security concerns." 

Training and Development:

• Assist in training staff on new technologies and systems.

Collaboration & Communication:

Engage with internal stakeholders as primary customers, ensuring their technical needs are met promptly and effectively with a customer-service oriented, white-glove approach.Where needed, interact professionally with external vendors and external stakeholders, including patients and their familiesWork closely with other tech team members to escalate and address and resolve complex technical issues effectively.

• Maintain clear and consistent communication with users regarding issue resolution and update user status as needed. Ensure timely acknowledgment of task completion to maintain workflow efficiency.

Work Schedule

• 9am - 5pm EST or 10am - 6pm EST

What You Need to Succeed in the Role

Required Qualifications

• A customer-first mindset and a passion for helping others.
• Strong communication and documentation skills.
• An aptitude for problem-solving and the ability to diagnose technical issues.
• Experience in a customer-facing support role (technical or non-technical).
• Ability to manage and prioritize assigned tasks in a timely manner.
• Must understand the importance of confidentiality, particularly in a healthcare setting.

Preferred Qualifications / Bonus Points

• Proven experience in an IT Service Desk or technical support role.
• Familiarity with any of the following: MacOS, Okta, Google Workspace Enterprise, Kandji (MDM), SentinelOne, Proofpoint, Slack, or Zoom.
• Relevant IT Certifications (e.g., CompTIA A+, Google IT Support Certification, Apple Certified Technician).
• A foundational understanding of HIPAA guidelines.

 

The current expected base salary for this position ranges from $50,000 - $60,000. Actual compensation may vary depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the total compensation package that is provided to compensate and recognize employees for their work, in addition to benefits, perks, and other rewards.

Why Join Our Team

• Generous benefits package (401k with match, Flexible PTO, paid holidays, 4 week paid sabbatical, 12 week paid parental leave, health benefits starting on your first day, and more)
• Opportunity to join a mission-driven company that is changing the landscape of pediatric mental health treatment
• Chance to make a far-reaching impact by helping children and families access desperately-needed, evidence-based care
• Opportunity to work with talented and experienced team members who have devoted their lives to solving this problem
• Fully virtual: work from the comfort of your home with periodic in-person retreats

Commitment to Diversity, Equity, Inclusion, & Belonging (DEIB)

We want to make our clinical services available for everyone, no matter where you come from, what you look like, or how you identify. To achieve this, we recognize we must continually make progress in building a more diverse, equitable, and inclusive team. Through these efforts, we support two primary objectives at InStride Health:

1. Providing high quality patient care to families. We are in a privileged position to support families during a vulnerable time in their lives. We approach all families and each other with compassion and are most effective as a diverse team where all individuals feel valued, respected, and accepted.
2. Building a mission-driven business that lasts. Specifically, we believe our commitment to a supportive culture improves innovation, decision-making, and efficiency.

We invite you to share any additional information about yourself or your experiences that may not be reflected in your CV. Inclusion of this information is completely voluntary.

Beware of fake job postings and offers. All official communications from InStride Health will come from email addresses ending in @instride.health. We will never ask for personal information such as Social Security numbers or bank details during the application process. If you receive a suspicious job offer or communication, please contact our recruitment team directly (talent@instride.health) to verify its authenticity.