It Support Engineer

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.

The IT Support Engineer is a key, cross-functional position that will have the opportunity to influence and impact multiple departments at Charlie Health. As a member of the Business Operations team, the IT Support Engineer will work on special technology-focused projects to enhance the efficiency of all departments at Charlie Health. This could mean owning a variety of different applications in our tech stack, defining new technology auditing, training, and access processes, and working with departmental leaders across the organization to surface and resolve technological challenges. We fully expect that this individual will be low-ego, eager to join a fast-paced company, hungry to learn, and able to work independently. The IT Support Engineer will be given an exceptional level of autonomy and responsibility, but it is expected that this individual will "think like an owner" and commit themselves to Charlie Health's success.

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 live-saving solutions. We are looking for a candidate who is inspired by our mission and excited by the opportunity to build a business that will impact millions of lives in a profound way.

• Own all internal software systems and processes
• Streamline tech onboarding processes and create and/or improve existing process documentation
• Troubleshoot, research, and resolve challenging technical issues with employees across the organization
• Work directly with department leaders to identify and solve technological roadblocks
• Operationalize org-wide trainings and processes on technologies
• Develop videos and documentation to educate end-users

• 1-3+ years of relevant work experience
• Passion for healthcare services
• Experience in a Support Engineer or Helpdesk role
• Exceptional communication, interpersonal, listening and relationship-building skills
• Work authorized in the United States and native or bilingual English proficiency
• Microsoft Office proficiency—Word, PowerPoint, Excel
• Zoom and G-Suite proficiency
• Resourceful with a natural ability to problem solve
• Proactive self-started and natural multitasker
• Meticulous attention to detail
• Able to work a hybrid schedule of 4 days/week in our NYC office and located within 75 minutes' commuting distance of the office

Additional Information

The expected base pay for this role will be between $80,000 and $100,000 per year at the commencement of employment. However, base pay will be determined on an individualized basis and will be impacted by location and years of experience. Further, base pay is only part of the total compensation package, which, depending on the position, may also include incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Charlie Health-sponsored benefits. #LI-Hybrid

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.