Desktop Services Engineer


New York, US / Boston, MA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/05/2021
  • Website:
  • Company Address: 1441 Broadway 20th Floor, New York, NY, 10018

About Aetion

Aetion is a health care technology company that delivers real-world evidence for life sciences, payers, providers, and regulatory agencies. The Aetion Evidence Platform analyzes data from the real world to produce transparent, rapid, and scientifically validated answers on treatments, costs, and outcomes. Founded by Harvard Medical School faculty members with decades of experience in epidemiology and health outcomes research, Aetion informs health care’s most critical decisions — what works best, for whom, and when — to guide treatment development, commercialization, and payment innovation into health care’s modern era.

Job Description

Welcome to Aetion! Since our debut in 2013, we have grown into one of the country’s leading science-driven technology companies using real-world evidence to provide innovative healthcare solutions.

We achieve this with our Aetion Evidence Platform, a software platform used to evaluate the safety, effectiveness and value of medications, delivering better outcomes to patients, medical professionals and clients.  We’ve partnered with top biopharma companies and are backed by leading venture capital firms to help increase our medical research and expand our product line.

To continue our mission to transform healthcare, we’re assembling a team of talented individuals who know how to work collaboratively and authentically, to innovate and think transformation, not status quo. 

If that’s you, we’d love to hear from you.


In this role, you will be providing support services to Aetion employees, contractors and C-Level executives by delivering an exceptional end user experience.  The end user experience is delivered to our employees through MacBook’s, web conferencing, wireless networking, and cloud-based productivity tools such as G-Suite and Slack.  This position is part of the Corporate Infrastructure team reporting to the Director of Corporate Infrastructure.

If you are seeking an opportunity to be a key cog in a team that wants to deliver technology that promotes end user collaboration for a science-driven technology company transforming than this is the role for you.


The following duties include, but are not limited to:

  • Support and maintain an effective relationship with users through timely resolution of problems or escalating technical issues on behalf of customer to appropriate technical personal
  • Provide “White Glove” technical support to onsite and remote C-Level Executives
  • Provides support services to employees with technical problems and information technology issues involving MacBook’s, wireless networking, web conferencing, Gmail, and instant messaging
  • Experience supporting audio video conferencing equipment and software (Crestron, Zoom Room)
  • Maintain a hardware and software inventory database, assign hardware and software assets, and manage warranty and service agreement information
  • Develop, document and implement standard operating procedures and customer guidelines relating to technical support
  • Document and Implement configuration changes to applications based on recommendations from the Security and Compliance teams
  • Deploying software and hardware updates/patches as required to comply with security policies and best practices



  • Apple Certified Macintosh Technician (ACMT) Certification
  • 2 years Experience troubleshooting, diagnosing complex Mac hardware (Intel and M1) and software issues and in-depth experience working with and deploying updates to various versions of the Mac operating system (Catalina, BigSur)
  • Experience managing SaaS applications and SSO integration (eg. Okta)
  • Core competencies for this role include: maintaining interpersonal skills under pressure, process management, managing and measuring work, perseverance


  • Google Admin experience - GSuite, GMail, GDrive, automation using tools like Google Apps Manager or equivalent
  • Windows system administration - patching, diagnosing OS and software related issues, identifying hardware issues
  • Experience securing wireless networks, Mac hardware, G-Suite and other cloud-based software through technologies such as encryption, identity and access management, Data Loss Prevention, Anti-malware, and intrusion prevention and detection.

About Aetion...

  • Lead at all levels – Aetion is a diverse workforce of scientific thought leaders and technological innovators coming together with a vision to dramatically improve the Healthcare industry. Aetion supports and maintains a presence in organizations such as ISPOR, ISPE, ASHP, and HIMSS.
  • Located in three cities — We have offices located in Midtown Manhattan near Penn Station, Boston's financial district, and Los Angeles. All locations are accessible by various forms of public transportation.
  • Social and energetic offices – with a modern layout, and a giant kitchen and eating/social area. We have an open floor plan with an abundance of conference rooms, designed for impromptu collaboration, company gatherings, and industry meetups and events.
  • Great perks – We offer competitive salaries, top-of-the-line benefits, company ownership stock options, 401(k) and unlimited PTO
  • Company Accolades – Aetion is the recipient of numerous prestigious awards:

Aetion is an Equal Opportunity Employer. Aetion is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.