Role

We are seeking a team-oriented and passionate IT Support & Operations Engineer to join our Engineering team. As our first-ever dedicated IT Support hire, you’ll have a big opportunity for impact & ownership in this role. Specifically, you will establish the foundations of SmarterDx’s formal IT support program. This is a hands-on support role where you’ll handle reactive support tasks, but also be chiefly responsible for designing a system that allows us to do that at scale. This system will be integral to maintaining and improving SmarterDx’s corporate infrastructure. 

Furthermore, this is a great opportunity to build an IT career into one that is closer to the software development life cycle and to work closely with teammates on security and DevOps initiatives. Our fully remote workforce simplifies many things but also gives rise to unique challenges in networking, security, and support that you will help us overcome.

This role is fully remote within the US.

Responsibilities

• Serve as the first point of contact for internal and enterprise IT support, addressing hardware, software, and networking inquiries
• Establish a scalable IT support function at SmarterDx
• Source, provision, and maintain employee workstations (Almost entirely MacOS)
• On-call support to triage incidents with our AWS-based web application
• Employee onboarding and offboarding
• Provide comprehensive documentation of IT procedures
• Automate tasks when possible
• Assist in the client-onboarding process when necessary.  This may include assisting with security questionnaires, setting up VPN connections, etc.
• Deep dive into workstation issues with root cause analysis

Your qualifications

• 5+ years of combined experience in IT support and network engineering roles, with a focus on MacOS and AWS
• Enterprise IT support experience
• Experience in providing IT support for both hardware and software issues
• Experience with on-call support and maintaining/utilizing a run book
• MDM experience 
• Experience in scripting and automation (e.g., Python, Bash, PowerShell)
• Strong communication and collaboration skills, with a focus on delivering excellent service to end-users

Nice-to-have qualifications

• AWS or IT Certifications
• Knowledge of cybersecurity practices and protocols
• Prior experience in a fast-paced tech or startup environment

Compensation

• $100K to $140K base salary + equity