About the Sr. IT Support Specialist at Headspace:

Headspace is looking for an Sr. IT Support Specialist, based in our Santa Monica office, reporting into our Director, Corporate IT. The Sr. IT Support Specialist must have deep understanding of support principles, strategy and technical acumen. They should be a critical thinker and problem-solver with great attention to detail. Since end-user support and teamwork are important aspects of the role, excellent communication and people skills are required. The primary focus of our Sr. IT Support Specialist will be to provide advanced support to staff, help lead overall efforts to streamline support ops and mentor other support specialists.

How your skills and passion will come to life at Headspace:

• Collaboration with leadership to develop policies for the support of IT systems/services across all Circles and projects
• Provide advanced support for situations requiring in-depth technical expertise
• Provide technical support and/or training for systems, services and platforms in person, via email, and by phone
• Being resourceful and having a curious mind to find and solve root causes of technical issues
• Advanced experience is support environments, ideally in the tech and/or creative industry
• Management of the support queue to ensure issues are prioritized based on business needs, ensuring issues are successfully resolved
• Willingness to adapt and prioritize in real-time to meet business needs
• Passion for mentoring junior members of the team

What you’ve accomplished:

• 4-6 years experience in a similar role, ideally supporting 300-500 users in tech/creative industries
• Experience using and monitoring a ticketing system, adhering to variable SLAs
• Experience in creative environments supporting Adobe CC, audio/post production and Digital Asset Management (DAM) platforms a plus
• Advanced experience with MacOS support and imaging technologies, BASH scripting a plus
• Intermediate experience supporting Windows 10, Command Line / PowerShell a plus
• Advanced experience with Google G-Suite, SSO experience a plus
• Intermediate understanding of TCP/IP protocols; LAN configuration a plusIntermediate understanding of change management and IT security principals
• Available to assist with after hours support for urgent requestsIntermediate understanding of wired and wireless networking technologies (Cisco Meraki a plus)
• Experience supporting collaboration and video conference systems (Cisco WebEx a plus)

How to get started:

If you’re excited by the idea of seeing yourself in this role at Headspace, please apply with your CV and a cover letter that best expresses your interest and unique qualifications.