IT Support Specialist

 IT Support Specialist | Full-Time, Hybrid Chicago preferred

ABOUT US!

At Kooth, our mission is to create a welcoming space for effective personalized digital mental health care that is available to all.  We do this by leveraging an early intervention model and theory of change that empowers young people (13-25 years old) to overcome challenges, unlock their full potential, and lead fulfilling lives. We're not just a service; we're a culture of care – committed to inclusivity, innovation, and impact. 

Our culture is driven by our values - Alongside You, Flexible, Compassionate, Committed, and Safe.  These values are present in the work that we do, the environment in which we do it, and in the relationships we have with our service users, peers, and leaders.  With Kooth, you will be a part of something bigger than yourself.  We offer more than just a job.  We offer you the chance to positively impact one of the greatest challenges of our time. 

WHAT YOU WILL DO!

Role Objective:

Provides first and second level of troubleshooting in resolving problems. Use Jira Service Management software to document and escalate issues to additional support teams.

Primary Job Responsibilities

Technical Troubleshooting and Issue Resolution:

• Provides first and second level of troubleshooting in resolving problems. Use ticketing software to document and escalate issues to additional support teams.
• Diagnose system hardware, software, and operator problems. Recommend or perform minor remedial actions to correct problems based on knowledge of system operations. 
• Work with remote users across the corporate environment to provide support.
• Able to work in a team environment.

Customer Support and Communication:

• Strong customer service skills.
• Ability to address user concerns professionally and with patience. 
• Effective communication is essential.
• Ability to interact with non-technical individuals, to understand their issues, provide guidance, and offer solutions in a clear and user-friendly manner.  

Hardware and Software Setup and Maintenance:

• Onboarding and offboarding 
• Assist with the installation, configuration, and maintenance of hardware devices.
• Keep track of hardware inventory. 
• Ensuring that systems are properly set up, updated, patched, and secured. 

Documentation and Knowledge Management:

• Maintaining accurate records and documentation. 
• Create and update documentation for troubleshooting processes, solutions to common problems, and configuration instructions. 

WHAT YOU WILL BRING!

Education and Experience Requirements:

• Education (HS, Bachelors, Masters, PhD) 
•  3+ years' experience with IT Helpdesk, ticketing, and support.
• Understanding of Cloud Computing, networking, DHCP and DNS within a local network
• Experience with various software systems including but not limited to: Azure, Google Workspace, Windows OS, Chrome OS, MacOS, Microsoft 365, Slack, Zoom, Jamf, InTune.
• Strong Technical support, problem solving, and critical thinking skills
• Hybrid Schedule- Tuesday, Wednesday, and Thursday in the office, Monday and Friday remote. 

WHAT YOU WILL GET!

Here are some of the exciting benefits you will receive as a team member at Kooth:

• Excellent Medical, Dental and Vision Benefits
• Prescription Drug Coverage
• Generous Paid Time Off
• 8 Paid Holidays Plus Two, ½ day Holidays (Christmas Eve and New Year’s Eve)
• 401(K) Retirement Plan

Compensation: Approximately $60,000 - $75,000. We believe in valuing candidates' time by creating a transparent process including sharing salary ranges in all states regardless of local laws. Salary offers will vary based on applicant’s education, experience, skills, and abilities.

Equal Opportunity

Kooth provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law.

Kooth is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or reasonable accommodation, please let your Talent Partner know during initial communications.