IT Help Desk Specialist

GRAIL is seeking an IT Help Desk Support Specialist to deliver exceptional technical support that enables our employees to do their best work every day. As a member of the IT End User Services team, you'll support a Mac-first environment while helping maintain the reliable, secure technology that powers our mission to detect cancer early.

In this role, you'll troubleshoot a wide range of hardware, software, identity, networking, and collaboration technology issues while supporting employees across the organization. You'll also help improve IT operations by contributing to documentation, process improvements, technology deployments, and a high-quality employee support experience.

This is an onsite role based in Durham NC at our state of the art lab. Occasional evening, weekend, or on-call support may be required to support system maintenance, technology deployments, or business-critical incidents. GRAIL currently runs two shifts and is moving to 24x7 in the fall. On call will rotate. 

Responsibilities

Serve as the primary point of contact for employee technical support, resolving hardware, software, identity, and connectivity issues with a strong focus on customer experience.
• Troubleshoot and support Mac computers, ChromeOS devices, Google Workspace, Microsoft 365, Slack, Zoom, Zoom Rooms, printers, mobile devices, and enterprise SaaS applications.
• Diagnose and resolve network connectivity issues involving Wi-Fi, VPN (GlobalProtect/Prisma), DNS, TCP/IP, and remote access technologies.
• Perform device imaging, deployment, configuration, refresh, repairs, and lifecycle management using Jamf and enterprise device management tools.
• Support employee onboarding, transfers, and offboarding by provisioning hardware, user accounts, system access, and identity management through Okta and multi-factor authentication.
• Maintain accurate IT asset inventory and equipment records while ensuring compliance with audit requirements and regulated operating procedures.
• Escalate complex technical issues to specialized IT teams while maintaining ownership of incidents through resolution and providing timely communication to end users.
• Support conference room technology, executive users, and collaboration tools to ensure reliable meeting experiences.
• Create and maintain knowledge base articles, troubleshooting documentation, and standard operating procedures to improve team efficiency and enable employee self-service.
• Identify recurring issues, recommend process improvements, and participate in technology rollouts, endpoint management initiatives, and other IT projects.
These responsibilities summarize the role's primary responsibilities and are not an exhaustive list. They may change at the company's discretion.

Required Qualifications

Bachelor's degree or equivalent experience.

3–5 years of IT Help Desk or Desktop Support experience.

Proficiency in MacOS, Chrome operating systems

Proficiency in enterprise productivity platforms Google Workspace and O365.

Proficiency in Slack, Zoom, Zoom Room and AV setup activities.

Good understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi) and enterprise IT security practices. GlobalProtect/Prisma VPN.

Understanding of identity management and MFA.

Familiarity with enterprise SaaS applications.

Strong troubleshooting, communication, and customer service skills with the ability to explain technical concepts to non-technical users.

Ability to prioritize multiple requests while delivering a high-quality employee support experience.

Preferred Qualifications

• Experience with IT Service Management (ITSM) tools such as ServiceNow, Jira, or Zendesk.
• CompTIA A+, ITIL Foundation, or other relevant IT certifications.
• Familiarity with cloud-based collaboration tools (e.g., Microsoft Teams, SharePoint, Google Workspace).
• Experience participating in technology deployments, endpoint refreshes, or other IT infrastructure projects.
• CompTIA A+, Apple Device Support, Jamf, ITIL Foundation, or other relevant certifications.
• Experience working in a regulated environment such as healthcare, biotechnology, medical devices, or life sciences.