[Hiring] HelpDesk Support Specialist Tier 2 @LifeStance Health

Role Description

The IT Operations Support Specialist will play a critical role in maintaining smooth IT operations by handling Tier 2 technical issues, supporting projects, and ensuring timely resolution of service requests. This position requires a balance of advanced troubleshooting skills and strong customer service, as the specialist will also respond to incoming calls and manage tickets in the support queue.

Key Responsibilities

• Tier 2 Support:
  • Diagnose and resolve escalated technical issues related to hardware, software, and network systems.
  • Collaborate with Tier 1 support and other IT teams to ensure efficient problem resolution.
• Project Support:
  • Assist in IT operations projects, including system upgrades, deployments, and process improvements.
  • Document project tasks and provide status updates to stakeholders.
• Service Desk Duties:
  • Answer incoming support calls and provide prompt assistance to end-users.
  • Monitor and manage tickets in the queue, ensuring timely response and resolution.
  • Escalate complex issues to Tier 3 or specialized teams when necessary.
• Documentation & Reporting:
  • Maintain accurate records of issues, resolutions, and project activities.
  • Contribute to knowledge base articles and process documentation.

Qualifications

• Associate degree in Information Technology or related field (or equivalent experience).
• 4+ years of experience in IT support, with exposure to Tier 2 troubleshooting.
• Strong understanding of Windows and MacOS environments, networking fundamentals, and common enterprise applications.
• Excellent communication and customer service skills.
• Ability to prioritize tasks and work in a fast-paced environment.

Preferred Qualifications

• Familiarity with scripting or automation for operational tasks.
• Certifications such as CompTIA Network+, A+, or Microsoft Certified Professional.

Benefits

• Medical, dental, vision, AD&D, short and long-term disability, and life insurance.
• 401k retirement savings with employer match.
• Paid parental leave.
• Paid time off.
• Holiday pay.
• Employee Assistance Program.