IT Service Desk Engineer

Butterfly Network; New York (NY); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401k with match

ESPP eligibility

Unlimited PTO

Parental leave

Equity

Hybrid work in NY

Job summary

Butterfly Network is seeking an experienced onsite Senior IT Engineer to guarantee and support the architecture as well as users of the organization. The role emphasizes great customer service, reliability, and security, with a focus on high availability and performance.

As part of the team, you will manage end-user support, train IT staff, maintain playbooks, and ensure secure operations across office and lab environments in a hybrid New York setting.

Qualifications

• Proficiency in enterprise class operating systems: Windows, MacOS, and Unix/Linux.
• 3+ years of experience with OKTA, G-Suite, Office 365, JAMF, and Intune.
• 3+ years of experience with in-office and web conferencing (Zoom, WebEx, Creston etc.).
• 3+ years of 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.

Responsibilities

• Onsite end user support.
• Provide best practice customer service to all users of Butterfly Network.
• Ticket queue management (triage, assign, update, resolve, or elevate) 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.

Skills

Windows

MacOS

Unix/Linux

OKTA

G-Suite

Office 365

JAMF

Intune

Jira

ServiceNow

Active Directory

DNS/DHCP

VLANs

iOS/Android

Tools

Zoom

WebEx

Conferencing Tools

Job description

IT Service and Delivery Engineer

Company Description

At Butterfly Network, we’re leading a digital revolution in medical imaging, transforming an industry that has long relied on bulky, analog systems. With our proprietary Ultrasound-on-Chip™ technology, we’re democratizing healthcare by shifting ultrasound from the expensive, stationary systems of the past to the connected, mobile, and software-enabled platforms of today. In 2018, we launched the world’s first handheld, whole-body ultrasound, Butterfly iQ – followed by iQ+ in 2020 and iQ3 in 2024, each more powerful than the last.

Our innovation doesn’t stop at hardware. Butterfly combines our advanced device with intelligent software, AI, services, and education to drive adoption of affordable, accessible imaging. Our technology is proving to help clinicians, clinics, and hospitals enhance care, cut costs, and expand imaging access. We’ve been recognized by Prix Galien USA, Fierce 50, TIME’s Best Inventions, Fast Company’s World Changing Ideas, among other awards.

We’re a team of bold thinkers, problem-solvers, and innovators ready to shape the future of medical imaging. Let’s build something extraordinary together!

Job Description

Butterfly Network is seeking an experienced onsite Senior IT Engineer who will be responsible for guaranteeing and supporting the architecture as well as users of the organization. There will be focus on great customer service, reliability, and efficiency, while maintaining the highest levels of availability, performance and security.

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 elevate) 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

Values

Innovation is what we do. Our values are how we make it happen. Butterflies are and believe in…

• Patient-Centric Innovators: Our mission is THE mission.
• Empowered to Impact: Every voice matters.
• One Team, One Goal: Unity fuels progress.
• Growth Champions: We embrace challenges.
• Action-Oriented Achievers: We follow through, every time.

Location

Butterfly offers a hybrid work model for most positions, with team members spending two or more days a week in the office. While flexibility is key, we value in-person connections that spark creativity and teamwork. Our offices are designed for collaboration, with comfortable workspaces, stocked kitchens, and opportunities to connect with peers.

This is a hybrid position and will be based out of our office in the New York City Office. Actual days in office will be at the descretion of the VP, Enterprise Information Systems andChief Information Security Officer

Benefits and Perks

• Comprehensive health insurance, encompassing dental and vision coverage, is provided to all our employees. As a health-tech company, we prioritize the well-being of our teams. Additionally, employees have the option to buy up for enhanced health insurance coverage. We also contribute to Health Savings Account (HSA) accounts for all enrolled employees on an annual basis.
• Comprehensive Employee Assistance Program - we provide access to tools and resources to support your emotional health and day-to-day needs.
• 401k plan and match - we facilitate your retirement goals.
• Eligible employees will have the opportunity to participate in Employee Stock Purchase Plan (ESPP)
• Unlimited Paid Time Off + 10 Holiday Days a Year - recharge and come back ready to make an impact
• Parental Leave - we aim to provide our employees with time to bond with their growing family, along with additional support for primary caregivers to help transition back to work
• Competitive salaried compensation - we value our employees and show it
• Equity - we want every employee to be a stakeholder
• The opportunity to build a revolutionary healthcare product and save millions of lives!

Compensation

Our estimated salary for this role is between $80,000 - $90,000 + bonus + equity + benefits. Actual pay is determined by multiple factors such as skills, qualifications, experience and market demand.

For this role, we are only considering candidates who are legally authorized to work in the United States and who do not now or in future require sponsorship for employment visa status.

Butterfly Network does not accept agency resumes.

Butterfly Network is an E-Verify Company.

Butterfly Network is an equal opportunity employer. Regardless of race, traits associated with race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability or Veteran status. All your information will be kept confidential according to EEO guidelines.

Butterfly requires security adherence responsibilities from all employees. These include: adhering to all company security policies and procedures, utilize provided company assets securely, and complete all required security awareness training programs. Safeguarding company data and systems from unauthorized access, modification, or destruction, contributing to the overall security posture of the organization. Immediately reporting any suspected or actual security incidents, including phishing attempts, malware infections, or unauthorized access, following the established incident response procedures.