Mac-First IT Help Desk Specialist | End-User Support

Grailbio; Durham (NC); On-site; USD 41,328 - 56,481; Full time

Benefits offered by this job

Flexible time-off

401(k) retirement plan with employer a

Medical, dental, and vision coverage

Mindfulness programs

Job summary

GRAIL in Durham, NC is seeking an IT Help Desk Support Specialist to empower employees by delivering exceptional technical support in a Mac-first environment. You will be the frontline for hardware, software, identity, and connectivity issues, and you will help maintain secure, reliable technology across the organization.

This onsite role requires 2+ years in IT help desk or end-user support, experience with Google Workspace and Microsoft 365, and comfort with endpoint management tools like

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 delivering a high level of customer service.
• 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.

Responsibilities

• Serve as the first point of contact for employees seeking technical assistance through the IT Help Desk.
• Troubleshoot and resolve hardware, software, operating system, identity, and application issues for Mac computers, ChromeOS devices, mobile devices, printers, and other workplace technologies.
• Support Google Workspace, Microsoft 365, Slack, Zoom, Zoom Rooms, and other business applications.
• Assist employees with network connectivity issues, including Wi-Fi, VPN, and remote access.
• Configure, deploy, replace, and refresh endpoint devices using established IT processes and endpoint management tools.
• Perform user onboarding, transfers, and offboarding, including account setup, equipment deployment, and access provisioning.
• Maintain accurate IT asset inventory and equipment records while following company policies and audit requirements.
• Escalate complex technical issues to the appropriate IT teams while keeping employees informed throughout the resolution process.
• Create and maintain knowledge base articles, troubleshooting documentation, and standard operating procedures.
• Participate in technology deployments, equipment refreshes, and other IT projects as assigned.

Skills

Mac support

Windows support

Google Workspace

Microsoft 365

Networking basics

TCP/IP

DNS

VPN

Wi-Fi

Customer service

Troubleshooting

End user support

Education

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field

Tools

Jamf

Okta

Slack

Zoom

Zoom Rooms

ServiceNow

Jira Service Management

Zendesk

ITSM Tools

Job description

GRAIL in Durham, NC is seeking an IT Help Desk Support Specialist to empower employees by delivering exceptional technical support in a Mac-first environment. You will be the frontline for hardware, software, identity, and connectivity issues, and you will help maintain secure, reliable technology across the organization.

This onsite role requires 2+ years in IT help desk or end-user support, experience with Google Workspace and Microsoft 365, and comfort with endpoint management tools like