IT Service Desk Engineer

Job Description

As part of our team, your core responsibilities will be:

Onsite end user support.
Provide best practice customer service to all users of Butterfly Network.
Ticket queue management (triage, assign, update, resolve, or escalate) and adhere to any established OLAs/SLAs.
Provide advanced troubleshooting and problem resolution of escalated production systems and services.
Conduct periodic maintenance of hardware and software updates to systems to ensure stable performance of the on-prem network.
Provide training and support to members of the IT Service Delivery team.
Author and revise documentation of environment and operation procedures as needed.
Assist with creating, updating and managing documentation of assets, configurations, passwords, processes, etc. and maintaining accurate documentation.
Assist with on-boarding/off-boarding of employees (i.e., creating new users, configuring laptops, and setting up desks/workstations).
Own documentation of playbook and runbooks for efficient cross-team collaboration
Maintain a strict security posture for both office and lab environments.
SaaS Inventory and Cost Management.

Qualifications
Baseline skills/experiences/attributes:

Proficiency in enterprise class operating systems: Windows, MacOs, and Unix/Linux
3+ years of experience with OKTA, G-Suite, Offi ce 365, JAMF, and InTune
3+ Experience with in-office and web conferencing (Zoom, WebEx, Creston etc.)
3+ Experience with ticketing systems (Jira, ServiceNow, etc.)
Experience with Active Directory, DNS, DHCP, File and Print server function
Experience with network switches, subnets, routing, and VLANs.
Experience with iOS and/or Android OS
Ideally, you also have these skills/experiences/attributes (but it’s ok if you don’t!):

Great people skills
Project management skills