IT Support Specialist

About the role

Headlight is a mental health care organization founded by psychiatrists with a focus on improving access, coordination, and outcomes. The company emphasizes transparency, innovation, and data-informed care to strengthen how patients connect with treatment and how clinicians deliver support. Its broader goal is to improve lives one session at a time.

The clinical team is designed to operate with strong autonomy while still receiving institutional backing, allowing them to concentrate on patient results and system-wide improvements in care. Through established partnerships in behavioral health across the Western U.S., the organization offers strong access, interoperability, and coordinated referrals that support better outcomes and lower costs.

Technology is used to enhance human connection rather than replace it, with care built around the full patient journey from matching through treatment and the time between sessions.

Role summary

This position reports to the Technical Assistance Manager and supports employees through ticket handling and live technical assistance. The role focuses on NextGen EHR, Office 365, and related tools. It is mainly remote, but travel to Portland-area offices will be needed from time to time.

Responsibilities

• Provide initial troubleshooting and support for hardware, software, and network issues raised by end users.
• Set up, configure, and maintain devices and equipment such as desktops, laptops, and printers.
• Diagnose technical issues and resolve them promptly, escalating more complex matters when appropriate.
• Partner with IT colleagues to put policies and procedures into practice and keep them current.
• Support IT system administration tasks, including account setup and access management.
• Deliver training to employees so they can use technology tools more effectively.
• Stay informed about emerging technologies and industry practices and suggest improvements where useful.
• Handle additional responsibilities as assigned.

Requirements

• Prior experience in an IT support or similar technical support position.
• Working knowledge of Windows and/or Mac operating systems.
• Understanding of Office 365 administration.
• Comfort with networking basics and troubleshooting methods.
• Strong written and verbal communication along with good interpersonal skills.
• Service-oriented mindset with a commitment to excellent user support.
• Ability to perform independently while also contributing well in a team setting.
• Relevant certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician are preferred.
• Experience supporting EHR systems is an advantage.
• Experience with Jira or the Atlassian suite is an advantage.

Perks and benefits

• W2 employment with a competitive salary.
• Medical, dental, and vision coverage starting on the first of the month after employment for full-time employees.
• Paid vacation, sick leave, and holiday time.
• Employee Assistance Program offering confidential counseling, resources, and support for personal or work-related challenges.
• 401(k) plan with company contribution.
• Work in a modern healthcare technology setting.
• Access to professional development and training opportunities.
• Supportive and collaborative work environment.
• Role with meaningful impact on patient care and healthcare operations.

Additional information

Travel to local Portland-area offices is required as needed. Applicants who do not meet every qualification are still encouraged to apply if they are interested and believe they could contribute well to the role.

The organization states a strong commitment to diversity, equity, and inclusion, and aims to maintain a workplace that is welcoming, respectful, and free from discrimination and harassment.

By submitting an application, candidates agree to receive future communications by email or text about this application and related opportunities, with the option to opt out by contacting the company directly.

Accommodations for interviews can be requested in advance by contacting the hiring team.

The company notes that some job boards may display total compensation including base pay and bonus; candidates should check the company site or job site for the exact base salary range.

The hiring process may use AI tools to help review applications, screen resumes, or assess responses, but final hiring decisions are made by people. Candidates may contact the company for more information about data processing.

Company pillars

• Make things easier.
• Build authentic connections.
• Raise the standard.