Infrastructure Support Specialist
Talkiatry
Other Engineering, Customer Service
New York, NY, USA
Posted on Sep 26, 2024
Your Role as an Infrastructure Support Specialist is vital in maintaining the efficiency of Talkiatry's technology infrastructure. Your primary focus lies in providing reliable support to ensure seamless operations for our diverse team, ensuring that our systems function optimally to support their daily activities.
As an Infrastructure Support Specialist, you'll be the linchpin in ensuring smooth technology operations for all end-users, including our corporate and clinical staff. You'll collaborate closely with functional and executive leaders, as well as subject matter experts, to onboard new hires seamlessly into our technology ecosystem. Your efforts will be instrumental in equipping colleagues with the necessary tools and knowledge to navigate our systems efficiently. Ultimately, your goal is to ensure that every team member has the support they need to thrive, enabling the organization to effectively manage its rapid growth.
About us:
Talkiatry transforms psychiatry with accessible, human, and responsible care. We’re a national mental health practice co-founded by a patient and a triple-board-certified psychiatrist to solve the problems both groups face in accessing and providing the highest quality treatment.
60% of adults in the U.S. with a diagnosable mental illness go untreated every year because care is inaccessible, while 45% of clinicians are out of network with insurers because reimbursement rates are low and paperwork is unduly burdensome. With innovative technology and a human-centered philosophy, we provide patients with the care they need—and allow psychiatrists to focus on why they got into medicine.
You will:
- Assist with technology-related onboarding for new hires, including account setup, basic systems and applications training, and facilitating a seamless transition into the organization.
- Provide initial support for end-users, promptly and professionally addressing technical issues and inquiries.
- Accurately document support tickets, resolutions, and troubleshooting procedures using our ticketing platform.
- Manage user accounts, including password resets, access permissions, and account provisioning.
- Troubleshoot hardware and software problems, resolving issues remotely or escalating to Infrastructure Engineers when required.
- Deliver exceptional customer service with a positive and helpful attitude while assisting end-users with technical issues.
You are:
- Tech-savvy with strong soft skills to assist end-users at various levels of comfort with technology.
- An Excellent communicator capable of effectively engaging individuals with diverse educational backgrounds.
- Proficient in both independent work and collaboration within fast-paced environments.
- Skilled in managing diverse technical requests and adept at prioritizing issues with a focus on ensuring customer satisfaction.
- Able to effectively prioritize and manage multiple tasks.
You have:
- 2-4 years of experience in a technical support role within a Microsoft and Mac/OS network environment
- A Strong technical proficiency in PC and laptop hardware, Windows operating systems, Microsoft Office applications, and network troubleshooting.
- Basic knowledge of Active Directory, Microsoft Exchange, and other common enterprise IT systems.
- An Understanding of remote desktop support tools and techniques for assisting users remotely.
- Familiarity with mobile device management (MDM) solutions.
- Strong Understanding of HIPAA compliance protocols.
- Familiarity with eClinicalWorks EMR a plus.
- Certifications such as CompTIA A+, Network+, or ITIL Foundation are beneficial but not required.
Why Talkiatry:
- Top-notch team: we're a diverse, experienced group motivated to make a difference in mental health care
- Collaborative environment: be part of building something from the ground up at a fast-paced startup
- Flexible location: work where you want to, either remotely across the U.S. or from our HQ in NYC
- Excellent benefits: medical, dental, vision, effective day 1 of employment, 401K with match, generous PTO plus paid holidays, paid parental leave, and more!
- Grow your career with us: hone your skills and build new ones with our Learning team as Talkiatry expands
- It all comes back to care: we’re a mental health company, and we put our team’s well-being first
Talkiatry participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the following: EVerify Participation & IER Right to Work.
At Talkiatry, we are an equal opportunity employer committed to a diverse, inclusive, and equitable workplace and candidate experience. We strive to create an environment where everyone has a sense of belonging and purpose, and where we learn from the unique experiences of those around us.
We encourage all qualified candidates to apply regardless of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.