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IT Support Engineer

Mountain View, California, United States

HeartFlow, Inc. is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the HeartFlow FFRCT Analysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. HeartFlow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFRCT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.

HeartFlow is a VC-backed company that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 350,000 patients worldwide.  

Part of the Corporate IT End User Services team, the IT Support Engineer is responsible for the install, config and maintenance of corporate end user assets such as Windows laptops and MacBook. Role will maintain the IT Asset Management compliance, security compliance and resolve support tickets in the end user services queue. The role reports to the Manager, Systems Engineering. 

Job Responsibilities:

  • Install, Build, Configure and support End User services assets such as Windows 10/11 laptops, MacBook, Mobile devices and Corporate VOIP, Print/scan/file services
  • Support and maintain Corporate IT Asset Management tool & life cycle
  • Resolving a variety of IT-related end-user and service tickets throughout the day
  • Identifying and completing assigned tasks as part of larger projects around infrastructure or SaaS services
  • End User Administration of Corporate applications such as G Suite, O365, Okta, Adobe, RingCentral, Zoom, MDM tools, InTune, Jamf, Kace, Confluence , Slack, Solarwinds etc.
  • Handling day-to-day tasks such as asset purchasing and management, account access control, and technical support
  • Providing high quality documentation for both team and Department specific process
  • Active Directory Account creation and removal for onboarding and off-boarding of users
  • Presenting the Corp IT orientation to new hires (over Zoom to start)

Skills Needed:

  • Troubleshoots issues and wants to know the why, not just how
  • Able to troubleshoot the physical office equipment (presentation gear, conference room setups, etc.)
  • Understands/values timeliness and completeness for projects
  • Comfortable managing services across the IT organization such as: Email services, productivity tools, file sharing, DEP, SSO, Active Directory, SaaS cloud applications and office networking
  • Good experience in IT Asset Management life cycle and compliance
  • Sense of urgency in addressing Information security vulnerability remediation
  • Remains calm under the pressure of deadlines and high stress situations
  • Works well with the team and independently, with little supervision
  • Must have experience in supporting Remote Users
  • A strong sense of ownership on the projects you handle
  • Works well with others outside of team boundaries
  • Approachability and a stellar customer service mentality
  • Strong verbal and written communications skills
  • Must be an exceptional team player and should have a can-do attitude

Preferred Skills:

  • 5+ Years in an IT End User Services/Desktop Support Operations
  • 5 Years’ Experience in Windows 10/11 - client & Workstations
  • 1 Year experience in MacBook platforms
  • 1 Year experience in Incident Support
  • Experience in Windows 10/11 end user asset build, config using Dell Latitude platforms
  • Experience with Windows Active Directory services, policies, User and Group Administration
  • Experience in Jamf to build and support Applications for MacBook
  • Experience managing collaboration tools such as G Suite, Zoom
  • Experience with any MDM tool like MS Intune is a plus
  • Experience in Disc Encryption and any endpoint protection tools

Educational Requirements & Work Experience:

  • Bachelor's degree with A+ or CompTIA certifications or equivalent experience with A+ or CompTIA, ITIL Certification
  • 2 to 3 + years of IT End user support or desktop administration experience

This position has an estimated base salary of $107,998 - $150,000, a cash bonus and stock options.

HeartFlow, Inc. is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires, and respects all individuals and do not discriminate against any employee or applicant because of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. This policy applies to every aspect of employment at HeartFlow, including recruitment, hiring, training, relocation, promotion, and termination.
 
Positions posted for HeartFlow are not intended for or open to third party recruiters / agencies. Submission of any unsolicited resumes for these positions will be considered to be free referrals.

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