Desktop Support Engineer

Overview

Twin Health At Twin Health, we empower people to improve and prevent chronic metabolic diseases, like type 2 diabetes and obesity, with a new standard of care. Twin Health is the only company applying AI Digital Twin technology exclusively toward metabolic health.

We start by building a dynamic model of each person’s metabolism — drawing on thousands of data points from CGMs, smartwatches, and meal logs — that maps their personal path to better health. Guided by a dedicated clinical care team, our members have lowered their A1C below the diabetes range, achieved lasting weight loss, and reduced or even eliminated medications, all while living healthier, happier lives.

Twin Health is seeking a multi-platform Desktop Support Engineer I to ensure smooth and uninterrupted US operations. The position is hybrid and will require visiting the California, Mountain View office. Typical working hours will either be 5am - 2pm or 8am - 5pm PST depending on needed coverage for core hours. One on-call weekend shift per month is also expected.

• Provide onsite support to troubleshoot, repair and resolve laptop, PC, monitors, and other devices.
• Provide remote support via telephone, online chat, email, or using secure remote access products.
• Track and resolve incidents in ticketing database, escalating to L2 support if needed.
• Track hardware inventory based on shipping of laptops, monitors, keyboard & mouse bundles, etc.
• Learn to build and configure end-user systems:
  Apple Macs (90%) and Windows (10%).
• Learn to onboard new Twin Health employees.
• Learn to be a Google Workspace Administrator.
• Work with manufacturer support to resolve hardware issues.
• Thoroughly document notes regarding research, troubleshooting efforts and work performed.
• Provide IT support to Zoom meetings/conferences.
• Other duties as assigned.

• Minimum of 2 years in Desktop Support / Management & CS / IT Degree.
• Experience in a cloud-based (virtual) environment.
• Understanding of troubleshooting of desktop software, hardware, & network issues.
• Ability to follow documented standard operating procedures.
• Ability to analyze the problem, develop a strategy and implement the solution.
• Must present a patient, positive demeanor that reflects professionally upon the company in customer-facing position; end-user skills vary widely.
• Responsive to needs in a timely fashion; conscientious and having a sense of urgency.
• Ability to understand problems over the phone and to clearly communicate instructions and guidance over the phone is essential for this position.
• This hybrid opportunity based out of Mountain View, CA. Applicants must be in a commutable distance and be able to go into the office regularly. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

• Experience in Mobile Device Management a plus but not required.
• Introductory understanding of Information Security and audits.
• Intermediate to Proficient to expert ability in the Microsoft Office Suite and Adobe.
• Resolve and remediate network outages or computer virus/malware infections as needed.

The compensation range for this position is $60,000 - $65,000 annually.

Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust.

We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin.

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family;
  Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan