IT Support Specialist

About Lyra
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

Responsibilities

• Work with the global IT Team to ensure infrastructure and systems in place to deliver high-quality IT solutions across the business.
• Lead the On-Boardings and Off-Boardings of employees along with account setup and IT Induction sessions.
• Experience managing Vendors and procurement processes.
• Act as the point of contact for IT-related issues. Provide timely and effective responses to user requests through various communication channels, including, email, Slack, Zoom etc.
• Assist in the installation, configuration, and maintenance of MacBooks.
• Collaborate with other IT professionals and cross-functional teams.
• Escalate complex problems to higher-level support or specialised IT teams when necessary.
• Create and update documentation and FAQ’s for users.
• Conduct training sessions for end-users on IT-related topics. Effectively communicate technical information to non-technical users.

Required Experience

• Strong knowledge of MacBook administration.
• Knowledge of Google Workspace and Okta administration.
• Familiarity with ITSM tools (e.g. ServiceNow, Jira).
• Strong troubleshooting skills across hardware, software, and networks.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Ability to prioritise the task and approach them in a logical manner
• Ability to work independently and collaboratively in a team environment.
• Experience working in an international company would be a plus.
• Computer Science, Information Technology, or related Certification Levels 1 - 3.
• Relevant IT certifications (e.g., CompTIA A+, Modern Desktop Administrator, ITIL Foundation are desirable.
• A couple years of proven experience in IT support or a related role.
• Fluent in both English and German, with the ability to read, write and speak both languages.
• Covering users based in Switzerland, France, Spain, Belgium Netherlands & Hungary.

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.
By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."