IT Support Engineer

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. 

• →Serve 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 context
• →Actively monitor the service queue to ensure SLAs are not breached and metric goals are achieved
• →Own all A/V setup, maintenance, and troubleshooting for conference rooms, and support virtual meetings and webinars via Zoom to ensure a seamless hybrid experience
• →Act as the primary IT liaison with SF building management, coordinating technology infrastructure needs, repairs, and facilities-related requests
• →Manage local vendor relationships for repair, maintenance, and limited procurement needs
• →Maintain accurate, up-to-date inventory of all hardware assets and accessories on-site
• →Assist with IAM tasks including employee onboarding/offboarding, access provisioning, and periodic access reviews using tools such as Okta
• →Support device management and compliance using JAMF or a comparable MDM platform
• →Author and maintain knowledge base articles and SOPs relevant to the SF office environment and general IT best practices
• →Proactively 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 team

• Ticket resolution times consistently meet or exceed defined SLA targets
• Employee satisfaction with IT support, measured through periodic survey scores
• A/V uptime and meeting readiness conference rooms are operational and incident-free for scheduled meetings
• Onboarding and offboarding requests completed within defined turnaround windows
• Knowledge base coverage regular contribution of new and updated SOPs reflecting the SF office environment
• Reduction in repeat ticket volume through proactive identification and resolution of root-cause issues

• 3–5 years of experience in an IT support or IT operations role
• Strong macOS and iOS troubleshooting skills
• Hands-on experience with JAMF or a comparable MDM platform
• Proficiency with Google Workspace with Admin permissions
• Working knowledge of Okta or a similar identity and access management platform
• Experience with tools including Slack, Zoom, Asana, Asset Manager tooling, and Atlassian products
• Familiarity with password management platforms
• Comfortable with A/V systems, conference room technology, and basic networking troubleshooting
• Self-directed and highly organized able to manage priorities and make decisions independently without day-to-day supervision
• Clear and proactive communicator with both local colleagues and a remote team
• Basic to advanced knowledge of AI tooling including ChatGPT, Claude, Gemini
• Experience in workflow orchestration tooling (n8n, Zapier, Workato, Okta Workflows)

• Experience acting as the sole IT point of contact for an office or site
• Prior exposure to vendor management or building/facilities coordination
• Familiarity with ITIL frameworks or formal ticketing/service management practices
• Basic knowledge of scripting languages

The 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.