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
- Troubleshoot and support Mac computers, ChromeOS devices, Google Workspace, Microsoft 365, Slack, Zoom, Zoom Rooms, printers, mobile devices, and enterprise SaaS applications.
- Diagnose and resolve network connectivity issues involving Wi-Fi, VPN (GlobalProtect/Prisma), DNS, TCP/IP, and remote access technologies.
- Perform device imaging, deployment, configuration, refresh, repairs, and lifecycle management using Jamf and enterprise device management tools.
- Support employee onboarding, transfers, and offboarding by provisioning hardware, user accounts, system access, and identity management through Okta and multi-factor authentication.
- Maintain accurate IT asset inventory and equipment records while ensuring compliance with audit requirements and regulated operating procedures.
- Escalate complex technical issues to specialized IT teams while maintaining ownership of incidents through resolution and providing timely communication to end users.
- Support conference room technology, executive users, and collaboration tools to ensure reliable meeting experiences.
- Create and maintain knowledge base articles, troubleshooting documentation, and standard operating procedures to improve team efficiency and enable employee self-service.
- Identify recurring issues, recommend process improvements, and participate in technology rollouts, endpoint management initiatives, and other IT projects.
Required Qualifications
Bachelor's degree or equivalent experience.
3–5 years of IT Help Desk or Desktop Support experience.
Proficiency in MacOS, Chrome operating systems
Proficiency in enterprise productivity platforms Google Workspace and O365.
Proficiency in Slack, Zoom, Zoom Room and AV setup activities.
Good understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi) and enterprise IT security practices. GlobalProtect/Prisma VPN.
Understanding of identity management and MFA.
Familiarity with enterprise SaaS applications.
Strong troubleshooting, communication, and customer service skills with the ability to explain technical concepts to non-technical users.
Ability to prioritize multiple requests while delivering a high-quality employee support experience.
Preferred Qualifications
- Experience with IT Service Management (ITSM) tools such as ServiceNow, Jira, or Zendesk.
- CompTIA A+, ITIL Foundation, or other relevant IT certifications.
- Familiarity with cloud-based collaboration tools (e.g., Microsoft Teams, SharePoint, Google Workspace).
- Experience participating in technology deployments, endpoint refreshes, or other IT infrastructure projects.
- CompTIA A+, Apple Device Support, Jamf, ITIL Foundation, or other relevant certifications.
- Experience working in a regulated environment such as healthcare, biotechnology, medical devices, or life sciences.
The expected hourly rate for this position is expected to be $31.00/hour - $37.00 / hr.
Skills Required
- Bachelor's degree or equivalent experience.
- 3-5 years of IT Help Desk or Desktop Support experience.
- Proficiency in MacOS and ChromeOS.
- Proficiency in Google Workspace and Microsoft 365 (O365).
- Proficiency in Slack, Zoom, Zoom Rooms and AV setup activities.
- Understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi) and enterprise IT security practices (GlobalProtect/Prisma VPN).
- Understanding of identity management and multi-factor authentication (MFA).
- Familiarity with enterprise SaaS applications.
- Strong troubleshooting, communication, and customer service skills; ability to explain technical concepts to non-technical users.
- Ability to prioritize multiple requests while delivering high-quality employee support.
- Experience with ITSM tools such as ServiceNow, Jira, or Zendesk.
- CompTIA A+, ITIL Foundation, Apple Device Support, Jamf, or other relevant IT certifications.
- Familiarity with cloud-based collaboration tools such as Microsoft Teams and SharePoint.
- Experience participating in technology deployments, endpoint refreshes, or other IT infrastructure projects.
- Experience working in a regulated environment (healthcare, biotech, medical devices, or life sciences).
What the Team is Saying
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GRAIL Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, vision, and mental‑health resources are offered, with FSAs/HSAs and multiple carrier options. Feedback suggests the company covers a large share of premiums, enhancing perceived value.
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Leave & Time Off Breadth — Flexible/“unlimited” time off, sick time, paid holidays, and summer/winter shutdowns provide broad time‑off options. Hybrid/remote work further expands flexibility for many roles.
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Equity Value & Accessibility — An ESPP with a discounted purchase feature and equity grants provide accessible ownership upside confirmed by company filings. Feedback suggests equity is a meaningful part of total rewards.
GRAIL Insights
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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GRAIL Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
GRAIL has a variety of work types depending on the roles. Some roles are onsite like a lab role, some are fully remote like our Galleri Sales Consultant roles. Others are hybrid with 2-3 days onsite. Typically Tuesday and Thursday.
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