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, dynamic environment. The role provides advanced desktop support across a diverse organization, primarily supporting macOS and Google Workspace for general users and Windows laptops and desktops in the laboratory environment. It also administers device management platforms, manages Jira Service Management workflows, and supports the uptime and reliability of IT systems used for scientific operations. The technician will lead IT support initiatives, maintain HIPAA compliance and security practices, and help design exceptional end-user experiences. Responsibilities include optimizing and documenting support processes, maintaining IT documentation, managing the full lifecycle of IT assets, and collaborating across teams on technology rollouts, upgrades, and process improvements. The role calls for experience with lab and regulated environments and the ability to support secure, seamless IT operations.
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.
- Proven 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 laboratory IT environments and associated systems.
- Deep knowledge of HIPAA compliance and implementation of 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 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 Jira Service Management workflows, including custom forms, automation, and 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.
Responsibilities
- 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 laptops and desktops.
- Manage and administer device management platforms such as Iru and Microsoft Intune to maintain system security and compliance.
- Use Jira Service Management to manage IT support workflows, automate ticket handling, and track performance metrics.
- Support biotech lab environments and ensure the uptime and reliability of IT systems used for scientific operations.
- Implement and monitor HIPAA compliance initiatives across IT systems to safeguard sensitive data 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 cross-functionally on technology rollouts, system upgrades, and process improvements.
Benefits
- Multiple medical benefit options; employee premiums are paid 100% for select plans, and dependents are covered up to 80%.
- 16 weeks of paid Family Bonding Leave at 100% for eligible employees.
- Supplemental fertility benefits coverage.
- Retirement savings program with a 4% company match.
- Paid time off increases with tenure.
- Latest hardware, including laptops and lab equipment.
- Free daily on-site lunches.
- On-campus amenities including a state-of-the-art 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, plus annual equity refresh grants equal in value to the new-hire grant.
- Competitive medical and dental coverage.
- Free healthcare options.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
