Job Details

Position Title: Technical Support - Level 2

Salary Range: $66,950 - $77,250 Department: Technology Reports to: Manager, Helpdesk Location: Remote Schedule: Sun-Thurs 12AM to 8AM, 35 hours Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health's groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone. Position Overview: As a 988 Technical Support - Level 2 Specialist at Vibrant Emotional Health—the leader in mental health innovation and suicide prevention—you will provide advanced client hardware and software support and resolve technical issues across Vibrant sites throughout NYC. This role is ideal for someone with IT help desk experience who is eager to contribute to a mission-driven organization while supporting the technology needs that enable life-saving services. Duties/Responsibilities:

• Respond to incoming support tickets and phone calls as needed.

• Investigate and resolve advanced technical support issues escalated from Tier 1.

• Perform deeper levels of troubleshooting to determine the root cause.

• Escalate unresolved or complex cases to Tier 3 or relevant internal teams.

• Collaborate with engineering and product teams on bugs, feature clarifications, and improvements.

• Contribute to internal training materials, documentation, and knowledge sharing.

• Identify trends and recurring issues to propose long-term solutions.

• Provide backup coverage and mentorship for Tier 1 team members.

Required Skills/Abilities:

• Experience troubleshooting SaaS solutions

• Experience with Genesys Cloud and Salesforce a plus

• Basic knowledge of Microsoft Office desktop and Office 365 online

• Basic understanding of and experience supporting TCP/IP

• Experience with Internet/Application Support/troubleshooting Browser-related issues

• Experience supporting Microsoft Windows 10, Windows 11 and macOS

• Basic understanding of Intel/AMD/Mac desktops/laptops and their architecture

• Must be team-oriented, possess a positive attitude, and have people skills

• Have a genuine passion for providing excellent customer service and a problem-solving attitude

Required Qualifications:

• An associate or bachelor's degree in computer science or related field required or an additional 3+ years of experience

• At least 3+ years of experience in a technical support position

• Computer systems Certifications a plus (Comp TIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365, Fundamentals, Microsoft Technology Associate)

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time

• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer

• Will frequently communicate over video calls with internal and external stakeholders

Vibrant Emotional Health is committed to the full inclusion of all qualified individuals. As part of this commitment, Vibrant will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact People Operations.