Senior IT Support Engineer, HeartFlow

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

Desirable

• Part of the Corporate IT End User Services team, the Senior 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
• 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)