It Support Specialist

Help Desk Contractor

Our client is on a mission to serve as the trusted partner for therapists growing their practice, and patients accessing high-quality care. Powered by technology, we are a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Following the mass increase in depression and anxiety, the need for accessibility is more important than ever. To make our vision for mental healthcare a reality, we're building a team of entrepreneurs and mission-driven go-getters. Since launching in February 2021, we've empowered more than ten thousand therapists and hundreds of thousands of clients across the country and insurance landscape. We've raised more than $178mm of funding from Sequoia Capital, Transformation Capital, TCV, SignalFire, and others.

Title: Help Desk Contractor

Duration: 6 month extendable contract - possibility to go FTE down the road.

Engagement: Full-time, remote preferred, with availability during core business hours

Core Responsibilities:

• Manage and resolve Level 1 and Level 2 IT support tickets via Freshservice and Slack.
• Provide technical assistance for SaaS platforms (Google Workspace, Okta, Slack, Zoom, Freshservice, etc.).
• Onboarding and offboarding: Account provisioning and deprovisioning (Okta, Google Workspace, SaaS tools). Device setup coordination and asset tracking.
• Perform ticket triage and escalate tickets to Level 3 as appropriate.
• Assist with automation or AI tool integrations for ticket routing and playbook generation.
• Participate in IT syncs to report progress, blockers, and insights.

Required Skills & Experience:

• Help Desk or IT support experience: 2–4 years minimum in SaaS-heavy environments.
• Familiarity with: Freshservice or other ITSM platforms. User management and administration in Google Workspace, Okta, Slack, and other common SaaS tools.
• Technical competency: Understanding of SSO, MFA, and access control principles. Basic troubleshooting across Mac, Windows (very light), and browser environments. Familiarity with endpoint management systems (e.g., Kandji, Jamf, Intune).
• Soft skills: Excellent communication and documentation ability. Strong organizational skills and attention to detail. Customer service orientation with empathy and patience.

Deliverables:

• Consistent resolution of incoming support requests within SLA.
• Clear and updated documentation/playbooks for recurring tasks and procedures.
• Regular summaries of ticket trends and proposed improvements.
• Contribution to AI-assisted help desk optimization (feeding structured data and refining automations).

Skills: Okta, Google Workspace, Zoom, Slack

Top Skills Details: Okta, Google Workspace, Zoom, Slack

Additional Skills & Qualifications: New York City doing tickets + deskside support. We've opened an office there and this would require them to be in the office 3 days a week or more. The general schedule would be Tu-Wed-Thur, but more might be required on a case by case basis like to cover events or executive visits.

750 users total 550 FTEs 200 in business partnership - primarily involved with customer facing support. This helpdesk/IT group only supports employees and internal folks, not the doctor network. Helpdesk lead and 1 IT support person are in EST Other support person is in Oakland Hubs do exist in NY, SF, and Seattle. Standard saas platform OKTA (126 apps), google, zoom, fresh service, JIRA, Google Workspace, Moving away from doing a ton of level 1 - doing more L1/L2, but also program AI tools to handle those types of tickets. Work towards automation so they can work on more interesting things. Console - AI chatbot that sits in slack, and can t Fully Remote, Director is open to both PST, EST, Mountain, and they are in the work of opening a SF office so he would love to see a few SF profiles as well.

6–9-month contract. Possibility for extension and go long term for the right person. Project work available for the right person. But really need someone who can handle L1 and L2 tickets. They are trying to automate and get away from the Tier 1 tickets. Looking for some who can program the AI tools. They use a Chat Bot called "Console" it integrates in Slack.

Experience Level: Intermediate Level

Job Type & Location: This is a Contract position based out of New York, NY.

Pay and Benefits: The pay range for this position is $35.00 - $40.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type: This is a hybrid position in New York, NY.

Application Deadline: This position is anticipated to close on Dec 16, 2025.

About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services: We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.