IT Help Desk Specialist - #4988

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.

At GRAIL, we believe in recognizing and rewarding the contributions our employees make to our mission and success. In addition to base pay, this role may be eligible for additional compensation, including an annual bonus and/or other incentives, in accordance with applicable plans and the company's discretion. The posted range reflects our good-faith estimate of the base pay we expect to offer for this position at the time of hire. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and other relevant considerations.

At GRAIL, we invest in the health, well-being, and future of our employees and their families. Employees in this role are eligible for a comprehensive and competitive benefits package designed to support what matters most, including flexible time off or vacation, a 401(k) retirement plan with employer match, medical, dental, and vision coverage, and thoughtfully selected well-being programs. Benefits are offered in accordance with applicable plans and policies.

GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive, contribute, and grow. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, disability, status as a protected veteran, or any other class or characteristic protected by applicable federal, state, and local laws. Additionally, GRAIL will consider for employment qualified applicants with arrest and conviction records in a manner consistent with applicable law and provide reasonable accommodations to qualified individuals with disabilities. Please contact us at [email protected] if you require an accommodation to apply for an open position.

GRAIL maintains a drug-free workplace. We welcome job-seekers from all backgrounds to join us!

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.