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IT Engineer

Technology
Headway
$131,750 - $155,000 /year2 months ago
Full timeHybrid

Job description

  • Building a new mental healthcare system at Headway is only possible because of the scale and leverage that technology provides. The IT Engineering team is an essential function that builds operational efficiency into everything we do, giving our organization the tools needed to achieve our goals of reshaping mental healthcare

  • We own the identity, devices, business systems, and office technology that every Headwegian relies on, and we’re expanding as Headway scales

  • About half your time is the escalation end of our support queue: the tickets the service desk hands up, which you resolve or triage yourself, plus the systemic patterns underneath them that are worth fixing for good. The rest is your own domain — the network and conference room AV across our three offices

  • That means owning the network health standard IT reports on company-wide, from proactive alerting to internet failover with no single point of failure, and owning the technology side of office-related projects from design through cutover

  • You’ll move between people and systems all week, and the best version of this job turns what you learn helping people into the automation, monitoring, and runbooks that mean fewer people need help at all

  • Own the escalation end of the support queue, taking what’s escalated from the service desk to resolve or triage, and identifying systemic patterns for the IT Engineering team to design permanent solutions for

  • Own a technical domain of your own: networking and conference room AV across three offices

  • Own the metric, not just the tickets. The office network health standard IT reports company-wide is yours: proactive alerting in every office, internet failover with no single point of failure, and network hygiene held at zero aging issues

  • Do work people feel. A meeting that starts on time, WiFi nobody has to think about — invisible when it’s right, and impossible to miss when it isn’t

  • Split your time between people and systems. You’ll help Headwegians directly, then turn what you learn from them into the automation, monitoring, and documentation that means fewer of them need help

  • Use automation on real workflows rather than as a side project, and help decide how a team in a regulated environment does that safely

  • Grow with a function that’s scaling. IT Operations is expanding as Headway does, and the standards you set now are the ones the team will run on

  • Tools we use:

  • Identity and access: Okta, 1Password

  • Collaboration: Google Workspace, Slack, Zoom

  • Service management: Jira Service Management

  • Network: Meraki

  • Conference room AV: Zoom Rooms, Neat

  • Endpoints: macOS, Windows, ChromeOS

  • Automation and AI: Tines, Claude, Glean

Keywords
monthsOfExperience: 36BLASTFloatWorkspaceJiraMacosQueueing theorySlack

Interested in this role?