Senior IT Desktop Support Technician

Overview

Ready to redefine what's possible in molecular diagnostics? Join a team of brilliant, passionate innovators who wake up every day determined to transform healthcare. At Billion To One , we strive to build products that are 10x better than anything that exists today. Our people are our greatest asset: scientists, engineers, sales professionals, and visionaries united by a commitment to changing the standard of care in prenatal and cancer diagnostics.

This is where cutting-edge science meets human compassion—every innovation you contribute helps remove fear of the unknown from some of life’s most critical medical moments. If you’re driven by purpose, energized by innovation, and ready to help build the future of precision medicine, this is where you belong.

Role
:
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, and a solid understanding of lab and regulated environments.

This role is critical to operational excellence, IT support initiatives, HIPAA and security compliance, and designing exceptional end-user experiences. The successful candidate will manage IT inventory, improve support workflows, and ensure secure IT operations across the organization.

• Provide advanced desktop support for a diverse end-user environment, primarily macOS and Google Workspace.
• Manage and administer device management platforms such as VDIs, Kandji, and Microsoft Intune to maintain 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 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.

• 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.

• 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.

• Competitive compensation with base pay and equity options; bonus program; industry-leading benefits.
• 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%).
• Supplem…