IT Help Desk Specialist

GRAIL is seeking an IT Help Desk Support Specialist to deliver exceptional technical support that enables our employees to do their best work every day. As a member of the IT End User Services team you'll support a Mac-first environment while helping maintain the reliable secure technology that powers our mission to detect cancer early.

In this role you'll troubleshoot a wide range of hardware software identity networking and collaboration technology issues while supporting employees across the organization. You'll also help improve IT operations by contributing to documentation process improvements technology deployments and a high-quality employee support experience.

This is an onsite role based in Durham NC at our state of the art lab. Occasional evening weekend or on-call support may be required to support system maintenance technology deployments or business-critical incidents. GRAIL currently runs two shifts and is moving to 24x7 in the fall. On call will rotate. 

Responsibilities

Serve as the primary point of contact for employee technical support resolving hardware software identity and connectivity issues with a strong focus on customer experience.
• Serve as the first point of contact for employees seeking technical assistance through the IT Help Desk.
• Troubleshoot and resolve hardware software operating system identity and application issues for Mac computers ChromeOS devices mobile devices printers and other workplace technologies.
• Support Google Workspace Microsoft 365 Slack Zoom Zoom Rooms and other business applications.
• Assist employees with network connectivity issues including Wi-Fi VPN and remote access.
• Configure deploy replace and refresh endpoint devices using established IT processes and endpoint management tools.
• Perform user onboarding transfers and offboarding including account setup equipment deployment and access provisioning.
• Maintain accurate IT asset inventory and equipment records while following company policies and audit requirements.
• Escalate complex technical issues to the appropriate IT teams while keeping employees informed throughout the resolution process.
• Create and maintain knowledge base articles troubleshooting documentation and standard operating procedures.
• Participate in technology deployments equipment refreshes and other IT projects as assigned.
These responsibilities summarize the role's primary responsibilities and are not an exhaustive list. They may change at the company's discretion.

Required Qualifications

Associate's or Bachelor's degree in Information Technology Computer Science or a related field or equivalent experience.
2+ years of experience providing IT Help Desk Desktop Support or End User Support in a business environment.
Experience supporting macOS or Windows operating systems and common business applications.
Experience supporting Google Workspace Microsoft 365 or similar enterprise productivity platforms.
Basic understanding of networking concepts including TCP/IP DNS VPN and Wi-Fi.
Strong troubleshooting communication and customer service skills.
Ability to prioritize multiple support requests while delivering a high level of customer service.

Preferred Qualifications

• Experience supporting macOS in a primarily Apple environment.
• Experience with Jamf or other endpoint management solutions.
• Experience with Okta or other identity and access management platforms.
• Experience supporting Slack Zoom Zoom Rooms and conference room technology.
• Experience using IT Service Management (ITSM) tools such as ServiceNow Jira Service Management or Zendesk.
• Experience working in a regulated environment such as healthcare biotechnology or life sciences.
• CompTIA A+ Apple Device Support ITIL Foundation or other relevant certifications.

What We Do

GRAIL is a healthcare company whose mission is to detect cancer early when it can be cured. GRAIL is using the power of high-intensity sequencing population-scale clinical studies and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology and to develop and commercialize pioneering products.

Why Work With Us

Everything we do is guided by our mission to detect cancer early when it can be cured. It’s the reason we’re here and it’s no small task. The right people make all the difference. That’s why we’re looking for those who strive to share their knowledge contribute their skills inspire each other and commit to something bigger than themselves.

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