IT Engineer

Join Headway, a mental healthcare startup, as an IT Engineer. You will be responsible for managing the escalation end of the support queue, owning the network and conference room AV across three offices, and using automation to improve efficiency. You will work closely with various teams and have the opportunity to grow with the expanding IT Operations function.

• Own the escalation end of the support queue, resolving or triaging complex issues and identifying systemic patterns for permanent solutions.
• Take ownership of a technical domain, specifically networking and conference room AV across three offices, ensuring high standards of performance and reliability.
• Utilize automation to improve workflows and reduce the need for support, turning insights gained from helping users into actionable improvements.

• This is a role for someone who wants to be the person teammates escalate to and who wants to own a technical domain while doing it
• Want to deepen domain ownership of conference room AV at scale, ideally Zoom Rooms and Neat, including support for large hybrid all-hands, office relocations, and expansions
• Have 3+ years of experience in IT at a distributed company, with a track record of resolving complex issues independently and being the person teammates escalate to
• Have experience with cross-functional partnership to ship office technology changes — in our case, with Workplace Experience, Security, and Employee Experience
• Think about blast radius before rolling out a change, validate by prototyping first, and turn what you fix into runbooks the rest of the team can run
• Are comfortable carrying an escalation rotation, including occasional after-hours or event-day support for All Hands and office moves
• Have fluency in a cloud-managed network stack — Meraki or equivalent — including wireless, VLANs, access points, and multi-ISP failover, with opinions about how to design for resilience
• Reach for workflow automation as a multiplier on your own work and care about verifying what it produces before it touches production
• Bonus points for experience with procurement processes
• Have hands-on administration experience across several of the following: Okta, Google Workspace, Zoom, Slack, Jira Service Management, and 1Password, plus a strong understanding of macOS, Windows, and ChromeOS