IT Field Support Technician

BEHAVIORAL HEALTH PRACTICE SERVICES LLC.; Mequon (WI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with employer match

Paid parental leave

Paid time off

Holiday pay

Employee Assistance Program

Job summary

LifeStance Health is seeking an IT Support Technician to provide hands-on support for end users, troubleshoot incidents, and ensure smooth operation of hardware, software, and networks.

The role requires 1–3 years in technical support, solid knowledge of Windows/macOS, AD/Exchange, VPNs, and remote access tools, plus experience with ServiceNow/Jira/Zendesk. Full-time with comprehensive benefits and strong team collaboration.

Qualifications

• 1–3 years of experience in a technical support or help desk role.
• Solid understanding of Windows 10/11, macOS, Microsoft 365, and basic networking.
• Experience with Active Directory, Exchange, VPNs, and remote access tools.
• Excellent troubleshooting, analytical, and communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Responsibilities

• Provide first- and second-level technical support to users via phone, email, chat, and in-person.
• Troubleshoot hardware, software, and networking issues on Windows and/or macOS systems.
• Configure and install workstations, laptops, printers, mobile devices, and other IT equipment.
• Manage user accounts and permissions in Active Directory, Microsoft 365, and other systems.
• Document all incidents, requests, and solutions in the ticketing system (e.g., ServiceNow, Jira, Zendesk).
• Assist with onboarding and offboarding tasks, including setup and decommissioning of user devices.
• Monitor system performance and escalate issues to senior IT staff or vendors.
• Maintain inventory of IT assets and track hardware/software assignments.
• Support video conferencing tools (Zoom, Teams, Meet) and AV equipment.
• Contribute to knowledge base articles and technical documentation.

Skills

Troubleshooting

Customer service

Communication

Time management

Windows/macOS knowledge

Active Directory

Microsoft 365

Networking basics

Documentation

Certifications (A+/Network+/MCP)

Education

High School Diploma or equivalent

Tools

ServiceNow

Zendesk

Jira

ManageEngine

Intune

SCCM

JAMF

RDP

TeamViewer

Job description

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day.

Position Summary

We are looking for a detail-oriented and customer-focused IT Support Technician to join our IT team. The successful candidate will be responsible for providing technical support to end‑users, resolving IT incidents and service requests, and ensuring the smooth operation of hardware, software, and network systems.

Duties / Responsibilities

• Provide first- and second-level technical support to users via phone, email, chat, and in-person
• Troubleshoot hardware, software, and networking issues on Windows and/or macOS systems
• Configure and install workstations, laptops, printers, mobile devices, and other IT equipment
• Manage user accounts and permissions in Active Directory, Microsoft 365, and other systems
• Document all incidents, requests, and solutions in the ticketing system (e.g., ServiceNow, Jira, Zendesk)
• Assist with onboarding and offboarding tasks, including setup and decommissioning of user devices
• Monitor system performance and, if necessary, escalate issues to senior IT staff or vendors
• Maintain inventory of IT assets and track hardware/software assignments
• Support video conferencing tools (e.g., Zoom, Microsoft Teams, Google Meet) and AV equipment
• Contribute to knowledge base articles and technical documentation

Education and Experience

• High School Diploma or equivalent experience in a similar role
• 1–3 years of experience in a technical support or help desk role
• Solid understanding of desktop operating systems (Windows 10/11, macOS), Microsoft 365, and basic networking
• Experience with Active Directory, Exchange, VPNs, and remote access tools (e.g., TeamViewer, RDP)
• Excellent troubleshooting, analytical, and communication skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong customer service orientation and a proactive approach to solving problems

Preferred Skills

• IT certifications such as CompTIA A+, Network+, Microsoft MCP, or similar
• Experience with ITIL processes and service desk metrics, ticketing systems (ServiceNow, Zendesk, ManageEngine)
• Familiarity with endpoint management tools (e.g., Intune, SCCM, JAMF)
• Knowledge of cloud platforms and SaaS applications

Physical Requirements

• Regularly required to sit, stand, bend, talk and hear
• Frequently required to walk
• Must be able to lift and/or move objects up to 75 pounds
• Specific vision abilities: close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus

Benefits

As a full-time employee, the following benefits are offered: medical, dental, vision, AD&D, short- and long-term disability, and life insurance. Additional benefits include a 401(k) retirement savings plan with employer match, paid parental leave, paid time off, holiday pay, and an Employee Assistance Program.

Equal Opportunity Employer

LifeStance is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive work environment for all employees. LifeStance Health complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please contact our Human Resources Team at [e-mail].