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IT Support Specialist

Denver, CO

About SonderMind

At SonderMind, we believe everyone deserves one personalized, connected, and effective mental health destination to take care of their mental health and well-being at any stage of life. SonderMind care encompasses everything from therapy and medication management to meditation and mindfulness exercises. Our clinicians leverage our digital tools and research to deliver increasingly high-quality care and to develop thriving practices. Combining technology and human connection, SonderMind drives better outcomes through our comprehensive approach. Learn more about SonderMind at sondermind.com or download the mobile app, available on iOS and Android. To follow the latest SonderMind news, get to know our clients, and learn about what it’s like to work at SonderMind, you can follow us on Instagram, Linkedin, and Twitter.

About the Role

SonderMind's rapid growth requires expanding the IT Operations team. This role supports the technology employees use daily. The IT Support Specialist manages user access, onboarding/offboarding, assets, office technology, and troubleshoots issues. We need a candidate with customer service, communication, and organizational skills to enhance the employee experience. This hybrid role combines remote work with regular in-office presence in Denver, including key events like monthly all-hands, board meetings, and the annual in-person gathering.

What you’ll do

  • Provide support through the ticketing system for user access requests and troubleshooting hardware/software issues.
  • Support onboarding and offboarding lifecycles.
  • Manage assets, including shipping/retrieving laptops, inventory, and ordering.
  • Provide technical support for the Denver HQ (Studio) and remote employees, including conference rooms, network, and printers.
  • Create documentation for the IT Services Center.
  • Manage and monitor Mobile Device Management (MDM).
  • Collaborate with the team on urgent issues and problem-solve challenging problems.

What does success look like?  

  • Strong understanding of the SaaS library and access administration.
  • Successful troubleshooting of Windows and Apple hardware/software.
  • Efficient deployment of new equipment through MDMs and onboarding/offboarding processes.
  • Maintain up-to-date knowledge of IT industry standards and best practices.
  • Meet SLA metrics: first response time, total resolution time, and customer satisfaction score.
  • Collaborate to identify emerging patterns/issues and engage in good documentation.

Who You Are

  • Experience with managing users and groups in Okta
  • Previous experience working with HIPAA or PHI/PII 
  • 2 + years Helpdesk / Service Desk experience
  • SaaS administration
  • SSO experience
  • JIRA or other ticketing system experience
  • User access management
  • Onboarding and Offboarding experience
  • New laptop provisioning
  • Troubleshooting Windows 10 and macOS.
  • MDM and Asset management experience

Our Benefits 

The hourly rate for this role is $24.00 - $27.00.

As leaders in redesigning behavioral health, we walk the walk with our employees' benefits. We want the experience of working at SonderMind to accelerate people’s careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their lives and work.

Our benefits include:

  • A generous PTO policy with a minimum of three weeks off per year
  • Free therapy coverage benefits to ensure our employees have access to the care they need (must be enrolled in our medical plans to participate)
  • Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA ($1,100 company contribution) and FSA options
  • Employer-paid short-term, long-term disability, life & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to seven (7) weeks of short-term disability leave (after the required waiting period) should you need to use it.
  • Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition, which allows between 8-16 weeks of paid leave)
  • 401K retirement plan with 100% matching which immediately vests on up to 4% of base salary
  • Fourteen (14) company holidays
  • Supplemental life insurance, pet insurance coverage, commuter benefits and more!

Application Deadline

This position will be an ongoing recruitment process and will be open until filled.

Equal Opportunity 

SonderMind does not discriminate in employment opportunities or practices based on race, color, creed, sex, gender, gender identity or expression, pregnancy, childbirth or related medical conditions, religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.

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