Senior IT Desktop Support Technician, BillionToOne

• We are seeking a Senior IT Desktop Support Technician with strong experience in supporting end users in a fast-paced, dynamic environment
• The ideal candidate will have deep knowledge of Google Workspace, VDIs, macOS, Kandji, Intune, and a solid understanding of lab environments
• This role requires hands-on experience with HIPAA compliance, excellent documentation skills, and the ability to lead IT operations while designing exceptional customer experiences
• Bachelor's degree in Computer Science, Information Technology, or a related field
• 5+ years of experience in IT desktop support or a similar role
• Proven experience with macOS and Google Workspace support in a professional environment
• Proficiency with Kandji and Microsoft Intune for device management
• Strong knowledge of biotech lab environments and related IT infrastructure
• Thorough understanding of HIPAA regulations and how to apply them in IT operations
• Demonstrated ability to write and maintain high-quality IT documentation
• Experience in leading IT operations and support teams in a fast-paced, high-growth environment
• Strong problem-solving skills and the ability to design excellent customer experiences
• Outstanding communication skills, with the ability to work effectively with end users, technical teams, and leadership
• Experience managing IT inventory, including procurement and asset tracking
• Ability to plan a project, test, execute and document
• Strong problem-solving and decision-making abilities
• Effective communication, documentation and interpersonal skills
• Ability to manage multiple projects and priorities in a fast-paced environment

Desirable

• The Senior IT Desktop Support Technician will manage IT inventory, lead support initiatives, and ensure seamless, secure, and efficient IT support for all end users
• Provide advanced desktop support for a diverse environment, focusing on macOS and Google Workspace
• Manage and administer device management platforms such as our VDIs, Kandji and Microsoft Intune to ensure security and compliance
• Support biotech lab environments, troubleshooting and maintaining IT systems that support lab workflows
• Support various HIPAA compliance initiatives across IT systems, with a focus on protecting sensitive health data
• Support day-to-day IT operations, ensuring timely response to issues and delivering a high-quality customer experience
• Design, implement, and continuously improve IT support processes to enhance the efficiency and satisfaction of end users
• Write and maintain clear, comprehensive IT documentation, including support procedures, system configurations, and IT policies
• Manage IT inventory, including procurement, tracking, and auditing of equipment
• Collaborate with cross-functional teams to support new technology rollouts and system upgrades
• Provide on-site support Monday to Friday in our Menlo Park office