Senior IT Desktop Support Technician - Menlo Park - BillionToOne

    BillionToOne
    BillionToOne Menlo Park

    1 day ago

    Description


    We are seeking a Senior IT Desktop Support Technician with strong experience supporting end users in a fast-paced, dynamic environment.

    The ideal candidate will have hands-on expertise in Google Workspace, VDIs, macOS, Kandji, Intune, and Jira Service Management, as well as a strong understanding of lab and regulated environments.

    This role is critical to ensuring operational excellence, leading IT support initiatives, maintaining compliance with HIPAA and security standards, and designing exceptional end-user experiences.

    The successful candidate will play a key role in managing IT inventory, improving support workflows, and ensuring seamless and secure IT operations across the organization.


    Responsibilities:

    • Provide advanced desktop support for a diverse end-user environment, primarily focused on macOS and Google Workspace.
    • Manage and administer device management platforms such as VDIs, Kandji, and Microsoft Intune to maintain system security and compliance.
    • Leverage Jira Service Management (JSM) to manage IT support workflows, automate ticket handling, and track performance metrics.
    • Support biotech lab environments, ensuring uptime and reliability of IT systems that enable scientific operations.
    • Implement and monitor HIPAA compliance initiatives across IT systems, safeguarding sensitive data and patient information.
    • Design, document, and continuously optimize IT support processes to enhance service efficiency and customer satisfaction.
    • Create and maintain comprehensive IT documentation, including system configurations, troubleshooting guides, and operational procedures.
    • Manage the full lifecycle of IT assets and inventory, including procurement, tracking, and auditing.
    • Collaborate cross-functionally to support new technology rollouts, system upgrades, and process improvements.

    Qualifications:

    • Bachelor's degree in Computer Science, Information Technology, or a related field. 5+ years of experience in IT desktop support or a similar technical role.
    • Proven expertise in macOS and Google Workspace support within a professional environment.
    • Strong proficiency with Kandji, Microsoft Intune, and Jira Service Management (JSM) - including request queues, automation rules, SLAs, and dashboards.
    • Solid understanding of biotech lab IT environments and associated systems.
    • Deep knowledge of HIPAA compliance and how to implement security best practices in IT operations.
    • Demonstrated ability to create and maintain clear, high-quality documentation.
    • Experience leading IT operations or support initiatives in a high-growth organization.
    • Strong problem-solving skills and a focus on designing exceptional end-user experiences.
    • Excellent communication and interpersonal skills, with the ability to collaborate across technical and non-technical teams.

    Nice-to
    • Haves:* Experience configuring and automating workflows in Jira Service Management (custom forms, automation, integrations).
    • Experience supporting CLIA-certified laboratory environments or other regulated scientific operations.
    • Ability to plan, test, execute, and document technical projects.
    • Experience working in biotech, healthcare, or regulated industries.
    • Familiarity with security frameworks, incident response, and best practices for protecting sensitive data.

    Benefits And Perks:

    • Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients
    • Open, transparent culture that includes weekly Town Hall meetings
    • The ability to indirectly or directly change the lives of hundreds of thousands patients
    • Multiple medical benefit options; employee premiums paid 100% of select plans, dependents covered up to 80%
    • Extremely generous Family Bonding Leave for new parents (16 weeks, paid at 100%)
    • Supplemental fertility benefits coverage
    • Retirement savings program including a 4% Company match
    • Increase paid time off with increased tenure
    • Latest and greatest hardware (laptop, lab equipment, facilities)
    • Daily on-site lunches provided from top eateries
    • A variety of perks on campus (state of the art gym, restaurant)
    • Free on-site EV charging (compatible with all EVs, including Tesla)At BillionToOne, we are proud to offer a combination of a (1) base pay range (actual amount offered is based on experience and salary/equity options split that the candidate chooses), (2) generous equity options offering, (3) corporate bonus program, on top of (4) industry leading company benefits (free healthcare options, 401k match, very generous fully paid parental leave, etc.).For this position, we offer a total compensation package of $143,883 per year, including a base pay range of $82,824 - $103,530 per year.
    BillionToOne is an equal opportunity employer.

    We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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