Senior IT Desktop Support Technician, BillionToOne

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

Desirable

• We are seeking a Senior IT Desktop Support Technician with strong experience supporting end users in a fast-paced, dynamic environment
• 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
• Provide advanced desktop support for a diverse end-user environment, primarily focused on macOS and Google Workspace
• Provide advanced desktop support for a lab environment, primarily focused on Windows laptop and desktops
• Manage and administer device management platforms such as Iru, 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