IT Systems Specialist - Identity Management

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

In this role, you will be a part of the core team that keeps client infrastructure redundant, scalable, and secure. The position will be responsible for Lyra’s Enterprise client services, helping to scale systems as the company continues to grow. You will provide support for hardware, application, and network troubleshooting for users in a MacOS and Chromebook environment. You will help manage the ticket queue and provide both proactive and reactive, exceptional and expedient end-user support.

• Take ownership of IT Support requests, respond quickly, and resolve or escalate
• Troubleshoot, identify, and resolve technical identity and access management-related issues
• Work with stakeholders to gather information needed for business application integration with Lyra’s IDP (Okta) for end-user single sign-on (SSO) and SCIM provisioning
• Develop, implement, and maintain quarterly audits in Okta and all enterprise applications
• Implement and maintain application license utilization reports leveraging Lyra’s asset management software, Trelica
• Identify automation improvements as it relates to access provisioning and lifecycle management
• Contribute to planning and implementing IAM strategy
• Advocate for end users; coach employees on how to use our IT systems
• Update / create documentation around proactive solutions to help end users help themselves
• Provide support for MacOS, hardware, SSO, email, cloud-based apps, mobile devices, peripherals, video conferencing equipment, wireless, and network problems
• Monitor, troubleshoot, and repair IT hardware and software

• Ability to drive concurrent, complex projects and initiatives while managing operational escalations
• Experience with troubleshooting hardware and software problems with Apple products
• Familiar with supporting a broad variety of technologies such as Google Workspace (GSuite), JAMF Pro, Atlassian (Jira/Confluence), ServiceNow, RingCentral, Office365 apps, Slack, Zoom, Adobe Cloud, Zoom 
• Customer service oriented - friendly and reassuring demeanor
• Strong communicator, both written and verbal
• Strong troubleshooting and critical thinking skills
• Extremely strong attention to detail
• Enthusiasm and passion for quality
• Takes responsibility for making sure issues are resolved quickly
• Knowledge of basic information security principles and best practices
• Self-driven with an ability to quickly adapt to new technologies and variables in a dynamic and fast-moving environment

• 1-2 years experience in managing and maintaining Identity Management, and Synchronization solutions. (Okta Administration is highly preferred)
• 1-2 years of internal and external applications and systems implementation and support (e.g. Okta, Google Workspace, Slack Enterprise Grid, ServiceNow, etc.)

• Diversity, equity, inclusion, and belonging (DEIB) at Lyra is essential to the way we deliver culturally responsive care, build and manage our provider network, and support holistic efforts to strengthen DEIB in workplaces around the world—including our own.
• People come to Lyra with a range of needs, backgrounds, and abilities that influence their response to mental health support. Our diverse network of providers delivers comprehensive mental health treatment and support rooted in culturally responsive care, a multicultural approach that accounts for the impact of cultural backgrounds on each person’s care experience. Learn more at https://www.lyrahealth.com/diversity-equity-inclusion-belonging/

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability,  genetic information or any other category protected by law.