IT Support Engineer

Our mission: to eliminate every barrier to mental health.At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.Reporting to the Associate Director, IT Support, this IT Support Engineer will serve as the primary, and sole, IT presence at our San Francisco satellite office. This person will lead all aspects of on-site technology support, from end-user hardware and software troubleshooting to A/V operations, SaaS administration, and building/vendor coordination.Please note that this is an onsite role based in San Francisco, with an expectation to be in the office 5 days per week at our 2 Embarcadero Ctr. location. Candidates must be based in the San Francisco metro area or able to relocate independently within 90 days of their start date. Occasional travel will be required for team on-sites and other satellite locations.What You’ll DoServe as the sole on-site IT point of contact for all SF employees, delivering Level I & II support for hardware, software, and SaaS issues, escalating Tier III issues to the NYC team with clear documentation and contextActively monitor the service queue to ensure SLAs are not breached and metric goals are achievedOwn all A/V setup, maintenance, and troubleshooting for conference rooms, and support virtual meetings and webinars via Zoom to ensure a seamless hybrid experienceAct as the primary IT liaison with SF building management, coordinating technology infrastructure needs, repairs, and facilities-related requestsManage local vendor relationships for repair, maintenance, and limited procurement needsMaintain accurate, up-to-date inventory of all hardware assets and accessories on-siteAssist with IAM tasks including employee onboarding/offboarding, access provisioning, and periodic access reviews using tools such as OktaSupport device management and compliance using JAMF or a comparable MDM platformAuthor and maintain knowledge base articles and SOPs relevant to the SF office environment and general IT best practicesProactively identify recurring issues, propose process improvements to reduce ticket volume, and participate in cross-functional IT projects contributing SF-specific context and feedback to the broader teamWhat Success Looks LikeTicket resolution times consistently meet or exceed defined SLA targetsEmployee satisfaction with IT support, measured through periodic survey scoresA/V uptime and meeting readiness conference rooms are operational and incident-free for scheduled meetingsOnboarding and offboarding requests completed within defined turnaround windowsKnowledge base coverage regular contribution of new and updated SOPs reflecting the SF office environmentReduction in repeat ticket volume through proactive identification and resolution of root-cause issuesWhat You’ll Bring3–5 years of experience in an IT support or IT operations roleStrong macOS and iOS troubleshooting skillsHands-on experience with JAMF or a comparable MDM platformProficiency with Google Workspace with Admin permissionsWorking knowledge of Okta or a similar identity and access management platformExperience with tools including Slack, Zoom, Asana, Asset Manager tooling, and Atlassian productsFamiliarity with password management platformsComfortable with A/V systems, conference room technology, and basic networking troubleshootingSelf-directed and highly organized able to manage priorities and make decisions independently without day-to-day supervisionClear and proactive communicator with both local colleagues and a remote teamBasic to advanced knowledge of AI tooling including ChatGPT, Claude, GeminiExperience in workflow orchestration tooling (n8n, Zapier, Workato, Okta Workflows)Nice To HaveExperience acting as the sole IT point of contact for an office or sitePrior exposure to vendor management or building/facilities coordinationFamiliarity with ITIL frameworks or formal ticketing/service management practicesBasic knowledge of scripting languagesThe target base salary range for this position is $47.00 - $50.87 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 HealthNote: 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 planningA 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 subscriptionAccess to BrightHorizons, which provides sponsored child care, back-up care, and elder careUp 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.Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health: Our ValuesOur privacy policy: https://springhealth.com/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.