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Senior IT Desktop Support Technician

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BillionToOne

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Location:
United States , Menlo Park

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

82824.00 - 103530.00 USD / Year
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Job Description:

We are seeking a Senior IT Desktop Support Technician with strong experience supporting end users in a fast-paced, dynamic environment. The ideal candidate will have hands-on expertise in Google Workspace, VDIs, macOS, Kandji, Intune, and Jira Service Management, as well as a strong understanding of lab and regulated environments. This role is critical to ensuring operational excellence, leading IT support initiatives, maintaining compliance with HIPAA and security standards, and designing exceptional end-user experiences. The successful candidate will play a key role in managing IT inventory, improving support workflows, and ensuring seamless and secure IT operations across the organization.

Job Responsibility:

  • Provide advanced desktop support for a diverse end-user environment, primarily focused on macOS and Google Workspace
  • Manage and administer device management platforms such as VDIs, Kandji, 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
  • Design, document, and continuously optimize IT support processes to enhance service efficiency and customer satisfaction
  • 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

Requirements:

  • 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

Nice to have:

  • Experience configuring and automating workflows in Jira Service Management (custom forms, automation, 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
What we offer:
  • Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients
  • Open, transparent culture that includes weekly Town Hall meetings
  • The ability to indirectly or directly change the lives of hundreds of thousands patients
  • Multiple medical benefit options
  • employee premiums paid 100% of select plans, dependents covered up to 80%
  • Extremely generous Family Bonding Leave for new parents (16 weeks, paid at 100%)
  • Supplemental fertility benefits coverage
  • Retirement savings program including a 4% Company match
  • Increase paid time off with increased tenure
  • Latest and greatest hardware (laptop, lab equipment, facilities)
  • Free daily on-site lunches provided from top eateries
  • A variety of perks on campus (state of the art gym, restaurant)
  • Free on-site EV charging (compatible with all EVs, including Tesla)
  • Generous equity options offering
  • Corporate bonus program

Additional Information:

Job Posted:
December 26, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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