Level 1 IT Support Engineer at Charlie Health

Read by 91 job seekers.

Nashville, TN

Why Charlie Health?

Young people across the country need our help. The sad reality is that a mental health crisis has taken hold of our most vulnerable population—leading to record levels of depression, anxiety, substance abuse, and self-harm. From Manhattan to Montana, this reality is compounded by issues of access, both geographic and financial. The mental health landscape is systemically broken, and our young people are suffering as a result.

Charlie Health has set out on a mission to reimagine how high acuity care is delivered to young people and families in crisis. Our initial offering is a virtual intensive outpatient program, which places peers with similar mental health experiences and goals into customized virtual groups. Our team of masters-level clinicians lead groups multiple times per week to deliver a higher level of care.

Our goal is to help young people and families heal together. Through a combination of exceptional medical and psychological care, engaged community partnerships, and best-in-class technology, we provide an unparalleled approach to recovery support that serves individual needs in an integrated way. Join us in our mission to ensure that every young person—regardless of location or socioeconomic status—can get the care that they deserve.

About the Role

As a member of the IT Operations team, the IT Support Engineer will primarily work on resolving technology issues submitted by the rest of the organization as well as providing technical support for our Nashville office. This includes but is not limited to supporting a variety of different applications in our tech stack, completing quarterly access reviews, building documentation and training materials, and working with departmental leaders across the organization to surface and resolve technological challenges. The ideal candidate will be proactive, customer-oriented, detail-oriented, and comfortable in a fast-paced environment. Your primary working hours will be Monday through Friday, 9:00-5:00 PM local time, but you will be on-call to support clinicians with urgent requests.

At Charlie Health, our team is comprised of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. We are looking for a candidate who is inspired by our mission and excited by the opportunity to support a business that will impact millions of lives in a profound way.

Responsibilities

Provide timely and effective solutions to issues reported by end-users through various channels, including our ticketing system, Slack, email, and in-person.
Administer and troubleshoot all internal software systems and processes.
Identify and surface root causes and potential solutions for technical problems.
Collaborate with other team members to resolve complex issues.
Maintain accurate and up-to-date documentation of IT systems, procedures, and configurations for internal IT use.
Create user guides and documentation to educate end-users.

Requirements

1-3+ years experience in a Support/Helpdesk role or comparable relevant work experience
Technical proficiency with both macOS and Windows operating systems
Technical proficiency with our primary tech stack: Okta, Google Workspace, Slack, Zoom, Dropbox, Atlassian (especially Jira Service Desk & Confluence)
- Other applications in our tech stack are a plus: Elation, Microsoft 365, Adobe, DocuSign, Five9, Greenhouse, Tableau, Gong, KnowBe4
Familiarity with networking concepts and protocols
Exceptional communication, interpersonal, listening, and problem-solving skills
Ability to prioritize various responsibilities and multitask when needed
Meticulous attention to detail
Able to work a hybrid schedule of 4 days/week in our Nashville office and located within 75 minutes' commuting distance of the office
Work authorized in the United States and native or bilingual English proficiency #LI-Hybrid

Benefits

Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here.

So—what do you think?

If you’ve made it this far, well, we’re excited to meet you too. Just one more thing that we want you to remember: we pride ourselves on our meritocratic, performance-driven culture. There are lives on the line, and we have young people to save. There’s no room for complacency. Your scope of responsibility and opportunity to make a difference will be uncapped at Charlie Health, but we need your commitment that you will work tirelessly for our patients, parents, and partners. At the end of day, our team is committed to helping you succeed at Charlie Health because when you succeed, our patients succeed, and we get one step closer to solving the mental health crisis. We’re hopeful that this role will give you the experience to go and do whatever you want in life but the fulfillment to make you never want to leave our team. We look forward to solving the mental health crisis, together.

Please do not call our public clinical admissions line in regards to this or any other job posting.

Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Charlie Health, please go directly to our Careers Page: https://www.charliehealth.com/careers/current-openings. Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, yahoo.com, or other commercial email services.

Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.

At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people.

Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.

Apply for this job

See more jobs at Charlie Health