Senior IT Desktop Support Technician

About the role

We are seeking a Senior IT Desktop Support Technician to join our dynamic team. This role is crucial for ensuring operational excellence, leading IT support initiatives, maintaining compliance with HIPAA and security standards, and designing exceptional end-user experiences.

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 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.
• 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.

Qualifications

• 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.

Benefits and Perks

• Open, transparent culture with weekly Town Hall meetings.
• Generous medical benefit options with employee premiums paid 100% of select plans, dependents covered up to 80%.
• Comprehensive family bonding leave of 16 weeks, paid at 100%.
• Supplemental fertility benefits coverage.
• Retirement savings program with a 4% Company match.
• Free daily on-site lunches from top eateries.
• A variety of perks on campus, including a state-of-the-art gym and restaurant.
• Free on-site EV charging (compatible with all EVs, including Tesla).
• Total compensation package of $145,591 per year, including a base pay range of $84,066 - $105,083 per year.

Pay

$84,066 - $105,083 per year.

Schedule

Full-time.