IT Support Engineer

| Greater NYC Area
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We're looking for a collaborative, passionate and team-oriented IT Support Engineer to help us accomplish our mission to improve lives by learning from the experience of every cancer patient. Here's what you need to know about the role, our team and why Flatiron Health is the right next step in your career. 

What you’ll do

In this role, you’ll work with our IT team to support our internal employees with a wide range of technical support requests. A typical day will include responding to IT Support tickets using our Zendesk ticketing system within defined SLA, providing comprehensive technology solutions to our user community as opposed to temporary “band-aid” fixes, process building and optimization, administration and support of SaaS applications, assisting in the onboarding/offboarding of new employees, providing high-quality A/V support for remote and on-site events, and contributing to the varying “whatever it takes to get the job done” needs of our team.  In addition:

  • Provide ongoing support and education to our customers, including answering technical questions and offering “best-practice” guidance, diagnosing and troubleshooting issues with hardware and software, and training our customers in how they can take advantage of technology resources offered to the fullest possible extent
  • Be an IT ambassador and provide a best-in-class support experience
  • Maintain and support Zoom Rooms and A/V hardware; provide technical A/V support for virtual and on-site events on a rotating basis
  • Assist in ensuring all IT assets are accurately assigned and managed using our Asset Management tools
  • Onboard new employees and orient them with Flatiron’s systems, applications, and IT policies on a rotating basis
  • Update and add to help documentation for internal team use and employee use
  • Participate in our rotating on-call support schedule
  • Complete project-based work that contributes to our team’s objectives
Who you are
  • You have experience in an enterprise IT environment, supporting and administering SaaS applications. We use many, including GSuite, Zendesk, Egnyte, Jira and Confluence, and LastPass.
  • You have experience in automating repetitive administrative tasks
  • You have experiencing managing policies, packages, and OS deployment using JAMF and/or SCCM
  • You have extensive Zoom Room configuration and maintenance experience
  • You understand network protocols and services (TCP, UDP, TCP/IP, DNS, DHCP) and can troubleshoot our employee’s network issues, both remotely and in office
  • You are customer service driven and practice empathy while supporting employees.
  • You don’t follow the same recipe all the time and you challenge the status quo, never settling for the “have you restarted your computer” fix; you strive to understand the root cause of an issue and follow up after resolution
  • You build relationships and trust with your peers and our employees. You can work on projects with your team or cross-functionally, and you are not afraid to get your hands dirty
  • You have a growth mindset; you are curious and want to learn. You endeavor to be a mentor and help develop your peers
  • You are a problem-solver who seeks and provides candid feedback
Bonus points
  • ITIL Foundation Certification
  • Apple Certified Mac Technician (ACMT) certification
  • GSuite Administrator certification
  • JAMF Certification
  • CompTIA Network+, CompTIA Security+ Certification
  • Previous work experience at a rapidly scaling startup
  • Familiarity with SDLC practices and concepts
  • Experience supporting software engineering teams
Why You Should Join Our Team

A career at Flatiron is a chance to work with everyone involved in the future of cancer care and research—all under one roof. Researchers, data scientists, designers, clinicians, technologists and many more all work together to improve cancer care and accelerate research.

At Flatiron, we strive to build and maintain an environment where employees from all backgrounds are valued, respected and have the opportunity to succeed. You'll also find a culture of continuous learning, broad and inclusive employee support offerings, and a commitment to supporting our team members in all aspects of their lives—at home, at work and everywhere in between. We offer: 

  • Flatiron University training curriculum which includes presentation skills, meeting mastery, coding languages and more
  • Career coaching opportunities
  • Hackathons for all employees (not just our engineers!)
  • Professional development benefit for attending conferences, industry events and external courses
  • Work/life autonomy via flexible work hours and flexible paid time off
  • Generous parental leave (16 weeks for either parent)
  • Back-up child care
  • Employee Resource Groups (ERGs) that encourage our employees to share their unique experiences and perspectives
  • Flatiron-sponsored fitness classes

Flatiron Health is proud to be an Equal Employment Opportunity employer. 


We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases

Location

Our office at One Soho is easily accessible and modern, and has all the amenities our employees need to be comfortable, productive and collaborative.

An Insider's view of Flatiron Health

What kinds of technical challenges do you and your team face?

An engineer and oncologist work together over several weeks to build an algorithm from a naive prototype to a highly specialized and flexible rule set that can accurately represent the lines of therapy for 95% of patients within a specific disease subset.

Abhishek

Software Engineer

How does the company support your career growth?

As engineering manager, I am invested in the professional development of the people I work with. I train team members by pulling them out of their comfort zones to the uncomfortable territory. At Flatiron, it is one of our values - greatness and comfort rarely co-exist.

Kevin

Software Engineer

What is your vision for the company?

At Flatiron, we believe that learning from the experience of every cancer patient is an imperative — it is the key to accelerating research and continuing to improve the quality of care. Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research.

Zach Weinberg

Co-Founder, President and COO

What's the biggest problem your team is solving?

Instead of studying the cells, I now have the opportunity to write about the patients. I can tell their stories through the research lens and enable them to advance clinical cancer research through their experiences. I certainly never lose sight of the human behind the cell anymore.

Rana

Medical Writer

What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

Flatiron has a holistic approach to employee experience. We promote a culture with wellness at the forefront.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
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