Senior IT Desktop Support Technician
About The Position
BillionToOne is seeking a Senior IT Desktop Support Technician to support end users in a fast-paced environment and help maintain secure, reliable IT operations across the organization. The role primarily supports macOS and Google Workspace for general end users and Windows laptops and desktops in the lab environment. It also administers device management platforms and Jira Service Management, supports biotech lab systems, and helps ensure compliance with HIPAA and security standards. The technician will lead and improve IT support initiatives, workflows, documentation, and asset management. The position collaborates across teams on technology rollouts, upgrades, and process improvements, with a focus on operational excellence and a strong end-user experience. The role requires experience with regulated or biotech lab environments and the ability to support scientific operations reliably.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- At least 5 years of experience in IT desktop support or a similar technical role.
- Professional experience supporting macOS and Google Workspace.
- Strong proficiency with Kandji, Microsoft Intune, and Jira Service Management, including request queues, automation rules, SLAs, and dashboards.
- Solid understanding of biotech lab IT environments and associated systems.
- Deep knowledge of HIPAA compliance and implementation of IT security best practices.
- 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 focus on designing exceptional end-user experiences.
- Excellent communication and interpersonal skills, including the ability to collaborate across technical and non-technical teams.
Nice To Haves
- Experience configuring and automating Jira Service Management workflows, including custom forms, automation, and integrations.
- Experience supporting CLIA-certified laboratories or other regulated scientific operations.
- Ability to plan, test, execute, and document technical projects.
- Experience in biotech, healthcare, or other regulated industries.
- Familiarity with security frameworks, incident response, and practices for protecting sensitive data.
Responsibilities
- Provide advanced desktop support for end users, primarily using macOS and Google Workspace.
- Provide advanced desktop support for lab users, primarily using Windows laptops and desktops.
- Manage and administer device management platforms such as Kandji and Microsoft Intune to maintain security and compliance.
- Use Jira Service Management to manage support workflows, automate ticket handling, and track performance metrics.
- Support biotech lab environments and maintain uptime and reliability of IT systems used in scientific operations.
- Implement and monitor HIPAA compliance initiatives across IT systems to safeguard sensitive and patient information.
- Design, document, and continuously optimize IT support processes to improve service efficiency and customer satisfaction.
- Create and maintain 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 across functions on technology rollouts, system upgrades, and process improvements.
Benefits
- Multiple medical benefit options, with premiums fully paid for employees on select plans and dependent coverage up to 80%.
- Family Bonding Leave for eligible employees: 16 weeks paid at 100%.
- Supplemental fertility benefits coverage.
- Retirement savings program with a 4% company match.
- Paid time off that increases with tenure.
- Latest hardware, lab equipment, and facilities.
- Free daily on-site lunches.
- On-campus gym and restaurant.
- Free on-site EV charging.
- Annual bonus program.
- New-hire equity grant of up to $50,000 at grant value, vesting over four years, with annual equity refresh grants equal in value to the new-hire grant.
- Competitive medical and dental coverage.
- 401(k) with company match.
- Free healthcare options.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
