This onsite IT Help Desk Support Specialist role supports employees in Durham, NC with Mac-first end user technology assistance. The position focuses on diagnosing and resolving issues across hardware, software, identity, networking, and collaboration tools while contributing to better IT operations through documentation and process improvements.
Role Overview
In this position, you will serve as the first point of contact for employee technical assistance via the IT Help Desk. You will troubleshoot and resolve problems across a range of workplace technologies, including Mac computers, ChromeOS devices, mobile devices, printers, and other endpoints. The work also includes supporting productivity and collaboration applications, helping users with connectivity and remote access, and escalating complex cases to the appropriate IT teams while keeping users informed.
Key Responsibilities
- Act as the primary contact for employee technical support, addressing hardware, software, identity, and connectivity issues with a customer experience focus.
- Provide first-line help desk support for employees seeking assistance through the IT Help Desk.
- Troubleshoot and resolve issues involving hardware, software, operating systems, identity, and applications for Mac computers, ChromeOS devices, mobile devices, printers, and other workplace technologies.
- Support business applications including Google Workspace, Microsoft 365, Slack, Zoom, and Zoom Rooms.
- Assist with network connectivity problems, including Wi-Fi, VPN, and remote access.
- Configure, deploy, replace, and refresh endpoint devices using established IT processes and endpoint management tools.
- Support onboarding, transfers, and offboarding, including account setup, equipment deployment, and access provisioning.
- Maintain accurate IT asset inventory and equipment records in accordance with company policies and audit requirements.
- Escalate complex technical issues to the appropriate IT teams and communicate status updates throughout resolution.
- Create and maintain knowledge base articles, troubleshooting documentation, and standard operating procedures.
- Participate in technology deployments, equipment refreshes, and other IT projects as assigned.
Required Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 2+ years of experience providing IT Help Desk, Desktop Support, or End User Support in a business environment.
- Experience supporting macOS or Windows operating systems and common business applications.
- Experience supporting Google Workspace, Microsoft 365, or similar enterprise productivity platforms.
- Basic understanding of networking concepts including TCP/IP, DNS, VPN, and Wi-Fi.
- Strong troubleshooting, communication, and customer service skills.
- Ability to prioritize multiple support requests while maintaining a high level of customer service.
Technologies
- macOS, Windows, ChromeOS
- Google Workspace, Microsoft 365
- Slack, Zoom, Zoom Rooms
- Wi-Fi, VPN, TCP/IP, DNS
- IT Service Management (ITSM): ServiceNow, Jira Service Management, Zendesk
Benefits
- Comprehensive and competitive benefits package
- Flexible time off or vacation
- 401(k) retirement plan with employer match
- Medical, dental, and vision coverage
- Well-being programs
Preferred Qualifications
- Experience supporting macOS in a primarily Apple environment.
- Experience with Jamf or other endpoint management solutions.
- Experience with Okta or other identity and access management platforms.
- Experience supporting Slack, Zoom, Zoom Rooms, and conference room technology.
- Experience using IT Service Management (ITSM) tools such as ServiceNow, Jira Service Management, or Zendesk.
- Experience working in a regulated environment such as healthcare, biotechnology, or life sciences.
- CompTIA A+, Apple Device Support, ITIL Foundation, or other relevant certifications.
Onsite and Scheduling Details
This is an onsite role based in Durham, NC at the 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 three shifts with 24x7 coverage, and on-call support will rotate.
Compensation
USD 30 to 37 per hour.
