Remote Desktop Support Engineer I

Twin Health

At Twin Health, we empower people to reverse, prevent and improve chronic metabolic diseases. Twin Health invented The Whole Body Digital Twin™ , a dynamic representation of each individual’s unique metabolism, built from thousands of data points collected daily via non-invasive sensors and self-reported preferences. The Whole Body Digital Twin delivers a new standard of care, empowering physicians and patients to make personalized data-driven decisions.

Working here

Our team is passionate, talented, and driven by our purpose to improve the health and happiness of our members. Our culture empowers each Twin to do what’s needed to create impact for our members, partners, and our company, and enjoy their experience at work. Twin Health was awarded Innovator of the Year by Employer Health Innovation Roundtable (EHIR) (out of 358 companies), named to the 2021 CB Insights Digital Health 150, and recognized by Built In’s 2022 Best Places To Work Awards. Twin Health has the backing of leading venture capital funds including ICONIQ Growth, Sequoia, and Sofina, enabling us to scale services in the U.S. and globally and help solve the global chronic metabolic disease health crisis. We have recently announced broad and growing partnerships with premier employers, such as Blackstone and Berkshire Hathaway. We are building the company you always wished you worked for. Join us in revolutionizing healthcare and building the most impactful digital health company in the world!

Excited to join us and do your part in improving people’s health and happiness?

Opportunity

Twin Health is seeking a multi-platform Desktop Support Engineer I to ensure smooth and uninterrupted US operations. Position is partially remote, but will require visiting the New York,

New York office. Working hours will either be 8am - 5pm or 11am - 8pm EST depending on needed coverage for core hours.

Responsibilities

• Provide onsite support to troubleshoot, repair and resolve laptop, PC, monitors, and other devices.
• Provide remote support via telephone, online chat, email, or using secure remote access products.
• Track and resolve incidents in ticketing database, escalating to L2 support if needed
• Track hardware inventory based on shipping of laptops, monitors, keyboard & mouse bundles, etc.
• Learn to build and configure end-user systems: Apple Macs (90%) and Windows (10%)
• Learn to onboard new Twin Health employees
• Learn to be a Google Workspace Administrator
• Work with manufacturer support to resolve hardware issues
• Thoroughly document notes regarding research, troubleshooting efforts and work performed.
• Provide IT support to Zoom meetings/conferences
• Additional duties as assigned

Qualifications

• Minimum of 2 years in Desktop Support / Management & CS / IT Degree
• Experience in a cloud-based (virtual) environment
• Understanding of troubleshooting of desktop software, hardware, & network issues
• Ability to follow documented standard operating procedures
• Ability to analyze the problem, develop a strategy and implement the solution
• Must present a patient, positive demeanor that reflects professionally upon the company in customer-facing positions; end-user skills vary widely.
• Responsive to needs in a timely fashion; conscientious and having a sense of urgency.
• Ability to understand problems over the phone and to clearly communicate instructions and guidance over the phone is essential for this position.
• Must reside in the US.

Preferred Qualifications

• Experience in Mobile Device Management a plus but not required
• Introductory understanding of Information Security and audits
• Intermediate to Proficient to expert ability in the Microsoft Office Suite and Adobe
• Resolve and remediate network outages or computer virus/malware infections as needed.

———————————————————————————————————————————-

Compensation and Benefits

The compensation range for this position is $55,000-$65,000 annually.

In addition, Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• As a remote friendly company we are committed to providing opportunities for all who join to further build relationships, increase cross-functional collaboration, and celebrate our accomplishments.
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan

Salary range for US jobs

US Salary Range

$55,000—$65,000 USD