Senior IT Desktop Support Technician

A Rare Opportunity to Shape the Future of Genomics

Join a team of brilliant, passionate innovators determined to transform healthcare. At Billion To One , we've built a category-defining, publicly traded company on Nasdaq where transparency fuels trust, collaboration drives breakthroughs, and every contribution moves the needle on our mission to make life-changing diagnostics accessible to all. We don't just aim for incremental improvements; we build products that are 10x better than anything that exists today.

Our scientists, engineers, sales executives, and visionaries are united by an unwavering commitment to changing the standard of care in prenatal and cancer diagnostics. This is where cutting-edge science meets human compassion, and every innovation you contribute helps remove the 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 shape the future of precision medicine at scale, this is where you belong.

We are seeking a 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,macOS, Iru, Intune, and Jira Service Management, as well as a strong understanding of lab and regulated environments.

This role is critical to ensuring operational excellence, leading IT support initiatives, maintaining compliance with HIPAA and security standards, and designing exceptional end-user experiences. The successful candidate will play a key role in managing IT inventory, improving support workflows, and ensuring seamless and secure IT operations across the organization.

Responsibilities:

• Provide advanced desktop support for a diverse end-user environment, primarily focused on macOS and Google Workspace.
• Provide advanced desktop support for a lab environment, primarily focused on Windows laptop and desktops.
• Manage and administer device management platforms such as Iru, and Microsoft Intune to maintain system 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 continuously 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.

Qualifications:

• 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.

Nice-to-Haves:

• 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…