IT Help Desk Specialist

About GRAIL

GRAIL is dedicated to detecting cancer at its earliest, most treatable stages by leveraging advanced technologies including next-generation sequencing, population-scale clinical studies, and cutting-edge data science. The company is comprised of scientists, engineers, and physicians headquartered in California, with locations in North Carolina, Washington, D.C., and the United Kingdom. Supported by prominent investors and partners across pharmaceuticals, technology, and healthcare fields, GRAIL aims to transform cancer care globally.

Role Overview

GRAIL seeks an IT Help Desk Specialist to join their IT End User Services team. This professional will provide outstanding technical support within a Mac-centric environment, ensuring secure and reliable technology to help employees excel in their roles. The position requires onsite presence at the Durham, NC lab, with occasional evening, weekend, or on-call shifts to support maintenance, deployments, and critical issues. The company is transitioning to 24/7 operations and on-call responsibilities will be shared in rotation.

Key Responsibilities

• Act as the primary contact for employee technical issues, addressing hardware, software, identity, and connectivity challenges with a focus on excellent customer service.
• Provide troubleshooting and support for Mac computers, ChromeOS devices, Google Workspace, Microsoft 365, Slack, Zoom, Zoom Rooms, printers, mobile devices, and various enterprise SaaS tools.
• Diagnose and resolve network connectivity problems involving Wi-Fi, VPN technologies (GlobalProtect/Prisma), DNS, TCP/IP, and remote access solutions.
• Manage device lifecycle activities including imaging, deployment, configuration, refresh, and repair, utilizing Jamf and other device management platforms.
• Support onboarding, transfers, and offboarding processes by provisioning hardware, user accounts, system access, and managing identity and multi-factor authentication through Okta.
• Maintain comprehensive and accurate IT asset inventory and comply with audit and regulated operational standards.
• Escalate complex issues to specialized IT teams while maintaining incident ownership and communicating status updates to end users.
• Support conference room technology, executive users, and collaboration tools to ensure smooth meeting experiences and productivity.
• Create and update knowledge base content, troubleshooting guides, and standard operating procedures to enhance team efficiency and empower employee self-service.
• Identify and report recurring problems, propose process improvements, and actively participate in IT projects like technology rollouts and endpoint management initiatives.

Required Qualifications

• Bachelor’s degree or equivalent practical experience.
• 3 to 5 years of experience in IT Help Desk or Desktop Support roles.
• Strong proficiency with MacOS and Chrome operating systems.
• Experience with Google Workspace and Microsoft 365 productivity ecosystems.
• Familiarity with collaboration platforms such as Slack, Zoom, and Zoom Rooms, including AV setup tasks.
• Sound knowledge of networking fundamentals including TCP/IP, DNS, Wi-Fi, and VPNs, specifically GlobalProtect and Prisma.
• Understanding of identity management and multi-factor authentication systems.
• Exposure to enterprise SaaS applications.
• Excellent problem-solving, communication, and customer service abilities, capable of translating technical concepts for non-technical users.
• Strong multitasking skills with the ability to prioritize support requests while maintaining high-quality service.

Preferred Qualifications

• Experience with IT Service Management platforms like ServiceNow, Jira, or Zendesk.
• Possession of certifications such as CompTIA A+, ITIL Foundation, Apple Device Support, or Jamf.
• Knowledge of cloud-based collaboration tools including Microsoft Teams and SharePoint.
• Involvement in IT infrastructure projects such as technology deployments and endpoint refreshes.
• Experience working in regulated industries including healthcare, biotechnology, or life sciences.

Compensation and Benefits

The expected hourly pay range for this role is $31 to $37. In addition to this, candidates may be eligible for annual bonuses or incentives subject to company policies. The comprehensive benefits package includes flexible paid time off, a 401(k) plan with employer matching, medical, dental, and vision insurance, as well as mindfulness and wellness programs.

Equal Opportunity Employer

GRAIL is committed to diversity and inclusion, ensuring fair employment opportunities irrespective of race, gender, age, disability, veteran status, or any other legally protected status. Applicants with criminal backgrounds and disabilities will be considered fairly, with reasonable accommodations provided upon request. The workplace is maintained drug-free and open to individuals from all backgrounds.