[Hiring] IT Support Technician @CareDx

Role Description

The IT Support Technician provides end-user systems administration and technical support in a regulated biotech environment. This role is responsible for incident resolution, request fulfillment, troubleshooting, root-cause analysis, and systems configuration while delivering a high-quality, white-glove support experience to a distributed workforce. This position supports a 24x7x365 operational and laboratory environment and requires strong ownership, accountability, and the ability to work independently while collaborating effectively across IT and business teams. The ideal candidate is customer-focused, detail-oriented, and comfortable operating in a compliance-driven organization where accuracy, documentation, and security are critical.

• Provide technical support to remote, office, and laboratory users via approved remote support tools, phone, email, and chat.
• Deliver a consistently excellent user experience by responding promptly and empathetically to IT issues in a fast-paced environment.
• Triage, prioritize, and resolve service desk incidents and requests in accordance with defined service levels and compliance requirements.
• Administer user accounts, access, and groups across on-premises and cloud platforms, including but not limited to Okta, Active Directory, Entra ID, and Microsoft 365.
• Support SaaS and enterprise applications such as RingCentral, Atlassian, Adobe, Microsoft Teams, and other business-critical systems.
• Troubleshoot and support endpoints and peripherals used in office and laboratory settings, including AV equipment and specialized devices, as applicable.
• Document incidents, resolutions, procedures, and configurations to ensure audit readiness and knowledge continuity.
• Create and maintain internal knowledge base articles and end-user documentation.
• Assist in testing, validating, and documenting new tools, systems, and processes prior to production rollout.
• Train and guide end users on IT systems, security best practices, and approved workflows.
• Participate in incident communications, planned maintenance activities, and downtime coordination to minimize business impact.
• Support IT initiatives focused on security, standardization, and continuous service improvement.
• Participate in on-call and after-hours support rotations for business-critical or laboratory systems as required.
• Perform other duties as assigned.

Qualifications

• High School diploma or equivalent.
• 2+ years of experience providing IT support in a Windows and macOS corporate environment.
• Demonstrated experience supporting remote users in a structured service desk or IT operations model.
• Hands-on experience with Active Directory, Microsoft 365 / Office 365 administration, user provisioning, and troubleshooting.
• Experience using ServiceNow or similar IT Service Management (ITSM) platforms.
• Working knowledge of networking fundamentals.
• Strong customer service and communication skills, with the ability to explain technical issues to non-technical users.
• Ability to work independently, manage priorities, and follow documented processes in a regulated environment.
• Willingness to participate in on-call support as needed.

Requirements

• Experience supporting IT operations in biotech, life sciences, healthcare, or other regulated industry.
• Familiarity with compliance-driven environments (e.g., GxP, SOX, HIPAA-adjacent controls, audit readiness).
• Experience with endpoint management tools such as Intune / Endpoint Manager, SCCM, or similar platforms.
• Exposure to Windows Server, Exchange, and SharePoint environments.
• Experience with virtual desktop or remote access platforms such as Azure Virtual Desktop or VMware Horizon.
• Relevant IT certifications (Microsoft, ITIL, CompTIA A+, Network+, or equivalent).

Benefits

• Competitive base salary and incentive compensation
• Health and welfare benefits, including a gym reimbursement program
• 401(k) savings plan match
• Employee Stock Purchase Plan
• Pre-tax commuter benefits
• Living Donor Employee Recovery Policy allowing up to 30 days of paid leave annually for organ or bone marrow donation