IT Help Desk Specialist

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.

We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine's greatest challenges.

GRAIL is headquartered in the bay area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.

For more information, please visit grail.com

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.

• 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.

These responsibilities summarize the role's primary responsibilities and are not an exhaustive list. They may change at the company's discretion.

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 delivering a high level of customer service.

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.

The expected hourly rate for this position is expected to be $30/hour - $41.00 / hr.


This role may be eligible for other forms of compensation, including an annual bonus and/or incentives, subject to the terms of the applicable plans and Company discretion. This range reflects a good-faith estimate of the range that the Company reasonably expects to pay for the position upon hire; the actual compensation offered may vary depending on factors such as the candidate's qualifications. Employees in this role are also eligible for GRAIL's comprehensive and competitive benefits package, offered in accordance with our applicable plans and policies. This package currently includes flexible time-off or vacation; a 401(k) retirement plan with employer match; medical, dental, and vision coverage; and carefully selected mindfulness programs.

GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive, contribute, and grow. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, disability, status as a protected veteran, , or any other class or characteristic protected by applicable federal, state, and local laws. Additionally, GRAIL will consider for employment qualified applicants with arrest and conviction records in a manner consistent with applicable law and provide reasonable accommodations to qualified individuals with disabilities. Please contact us at [email protected] if you require an accommodation to apply for an open position.

GRAIL maintains a drug-free workplace. We welcome job-seekers from all backgrounds to join us!