IT Support Engineer II

About this role

Our mission: eliminating every barrier to mental health.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

Reporting to the Manager, IT Support Engineering, this IT Support Engineer II will be a core member of our NYC-based IT team, owning A/V systems support, employee lifecycle management, and IT automation initiatives, while providing white-glove support to executive leadership.

This is a full-time position based onsite 5 days per week at our NYC Office. Occasional travel may be required for team on-sites or satellite office support.

What you'll do:

• Own end-to-end A/V setup, maintenance, and troubleshooting for all conference rooms and event spaces, serving as the go-to expert for A/V systems and ensuring a seamless in-person and hybrid meeting experience for employees and leadership

• Manage the full employee lifecycle from an IT perspective, including onboarding and offboarding, access provisioning, and account deprovisioning across core systems

• Support asset management in collaboration with the team, including tracking, deployment, and quarterly inventory audits to maintain accurate hardware records

• Maintain proficiency with MDM solutions (JAMF or comparable) to troubleshoot technical issues and improve day-to-day quality of life for employees

• Build and maintain automations using low-code/no-code tools (e.g., Zapier, n8n, Okta Workflows) to streamline recurring IT processes and reduce manual ticket volume

• Help manage hardware lifecycle

• Provide white-glove and highly responsive IT support to executive leadership, anticipating needs and minimizing disruption

• Serve as an escalation point for Tier I & II support, providing advanced troubleshooting for complex hardware, software, and network issues

• Develop and maintain SOPs and knowledge base articles to document IT support workflows and best practices

• Proactively identify recurring issues and inefficiencies, and propose scalable process or automation improvements to reduce support burden

What success looks like:

• A/V uptime and meeting readiness: conference rooms are operational and incident-free for scheduled meetings

• Onboarding and offboarding requests completed accurately and within defined turnaround windows

• Asset inventory accuracy, verified through regular audits

• Reduction in manual/repetitive ticket volume through automation initiatives

• Executive support satisfaction, measured through direct feedback and responsiveness to leadership requests

• Ticket resolution times consistently meet or exceed defined SLA targets

What you'll bring:

• 4-7+ years of experience in IT support, IT operations, or end-user support engineering

• Demonstrated fluency with AI tools (e.g., ChatGPT, Claude, Gemini) to increase speed, quality, and efficiency in day-to-day troubleshooting, documentation, and process improvement

• Strong, hands-on expertise with A/V systems and conference room technology

• Strong working knowledge of MDM platforms (JAMF or comparable)

• Hands-on experience with IAM/identity platforms such as Okta, including employee onboarding/offboarding and access reviews

• Experience building automations using low-code/no-code tools such as Zapier, n8n, or Okta Workflows

• Strong working knowledge of MacOS, Windows OS, iOS, and Android OS

• Experience managing hardware asset lifecycles, including procurement and vendor coordination

• Proven experience supporting executive/C-suite stakeholders with tact and responsiveness

• Proactive approach to project management and process improvement

• Strong working knowledge of Google Workspace, Slack, Zoom, and Atlassian products

Nice to have:

• Jamf 100 & Jamf 200 certifications

• Experience supporting a hybrid or multi-office environment

• Familiarity with ITIL frameworks or formal ticketing/service management practices

• Basic knowledge of scripting languages (e.g., Python, Bash,…