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 three shifts, 24x7 coverage. 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.