TEKsystems c/o Allegis Group
Description
Help Desk Contractor – 6‑month extendable contract with the possibility to transition to FTE. 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, they operate a three‑sided marketplace that empowers providers, augments insurance payors, and serves patients. They have supported more than ten thousand therapists and hundreds of thousands of clients across the country since launching in February 2021, backed by significant funding from Sequoia Capital, Transformation Capital, TCV, and SignalFire.
Core Responsibilities
Manage and resolve Level 1 and Level 2 IT support tickets via Freshservice and Slack.
Provide technical assistance for SaaS platforms such as Google Workspace, Okta, Slack, Zoom, Freshservice, and others.
Onboard and off‑board users, including account provisioning and deprovisioning in Okta, Google Workspace, and other SaaS tools.
Coordinate device setup and asset tracking.
Triage tickets and, when appropriate, escalation to Level 3 support.
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).
Additional Skills & Qualifications
Location requirement: Onsite support in New York City (3 days a week, with possible additional days for events or executive visits).
Team structure: 750 users, 550 FTEs, 200 in business partnership; the IT support group serves employees and internal staff, not the doctor network.
Support staff locations: EST (lead and one IT support person), Oakland (another support person), hubs in NY, SF, and Seattle.
Automation focus: develop AI tools to handle Level 1 tickets and reduce manual workload.
Chatbot “Console” integrated in Slack; work with this tool to ingest and respond to Level 1 requests.
Experience Level Intermediate Level
Job Type & Location Contract position based out of New York, NY; hybrid role with remote and onsite components.
Pay and Benefits
$35.00 – $40.00 per hour.
Benefits may include:
Medical, dental & vision
Critical illness, accident, and hospital
401(k) retirement plan – pre‑tax and Roth options
Life insurance (voluntary life & AD&D for employee and dependents)
Short‑ and long‑term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Paid time off/leave (PTO, vacation, or sick leave)
Workplace Type Hybrid position in New York, NY.
Application Deadline The position is anticipated to close on December 16, 2025.
Equal Opportunity Statement 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.
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Core Responsibilities
Manage and resolve Level 1 and Level 2 IT support tickets via Freshservice and Slack.
Provide technical assistance for SaaS platforms such as Google Workspace, Okta, Slack, Zoom, Freshservice, and others.
Onboard and off‑board users, including account provisioning and deprovisioning in Okta, Google Workspace, and other SaaS tools.
Coordinate device setup and asset tracking.
Triage tickets and, when appropriate, escalation to Level 3 support.
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).
Additional Skills & Qualifications
Location requirement: Onsite support in New York City (3 days a week, with possible additional days for events or executive visits).
Team structure: 750 users, 550 FTEs, 200 in business partnership; the IT support group serves employees and internal staff, not the doctor network.
Support staff locations: EST (lead and one IT support person), Oakland (another support person), hubs in NY, SF, and Seattle.
Automation focus: develop AI tools to handle Level 1 tickets and reduce manual workload.
Chatbot “Console” integrated in Slack; work with this tool to ingest and respond to Level 1 requests.
Experience Level Intermediate Level
Job Type & Location Contract position based out of New York, NY; hybrid role with remote and onsite components.
Pay and Benefits
$35.00 – $40.00 per hour.
Benefits may include:
Medical, dental & vision
Critical illness, accident, and hospital
401(k) retirement plan – pre‑tax and Roth options
Life insurance (voluntary life & AD&D for employee and dependents)
Short‑ and long‑term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Paid time off/leave (PTO, vacation, or sick leave)
Workplace Type Hybrid position in New York, NY.
Application Deadline The position is anticipated to close on December 16, 2025.
Equal Opportunity Statement 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.
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