Senior IT Support Specialist - #4123

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 Menlo Park, 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.

The Senior IT Support Specialist is responsible for providing first-line technical support to internal employees by diagnosing, troubleshooting, and resolving software, hardware, and network-related issues. This role ensures timely and effective resolution of IT problems and maintains strong relationships with users to support business operations. The specialist will also contribute to IT documentation, standard operating procedures, and customer service best practices.

Responsibilities:

• Technical Support & Troubleshooting:
• Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system.
• Diagnose, troubleshoot, and resolve technical issues related to desktops, laptops, printers, mobile devices, operating systems, and company-specific applications.
• Assist with network connectivity issues, including VPN access, Wi-Fi troubleshooting, and remote access support.
• Perform basic hardware installations, configurations, and replacements as needed.
• Escalate complex technical issues to appropriate IT teams while maintaining ownership of the ticket and ensuring timely updates to the end-user.
• Incident Management & Customer Service:
• Provide timely case status updates and communicate resolution progress to employees and IT management.
• Follow established protocols for prioritizing and documenting incidents in the IT ticketing system.
• Maintain a high level of customer satisfaction by ensuring prompt responses and professional interactions.
• Educate employees on self-help solutions and IT best practices to reduce recurring issues.
• Documentation & Process Improvement:
• Develop, update, and maintain IT knowledge base articles, standard operating procedures (SOPs), and troubleshooting guides.
• Identify trends in reported issues and suggest proactive solutions to minimize recurring problems.
• Collaborate with IT leadership to improve support processes and service levels.
• Systems Administration & Maintenance:
• Assist in user account creation, password resets, and access management following IT security policies.
• Support software deployment and patching processes to maintain system security and compliance.
• Monitor IT help desk metrics and report trends to management for process optimization.

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 5+ years of experience in an IT help desk or technical support role.
• Strong troubleshooting skills with Mac operating systems and commonly used business applications, including GSuite. In addition, there may occasionally need to be limited Windows and Microsoft Office 365 knowledge for transition of users to GRAIL systems. 
• Basic understanding of networking concepts, VPN, Active Directory, and remote desktop technologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation with a proactive and solution-driven mindset.
• Highly Preferred:
• Experience with IT Service Management (ITSM) tools such as ServiceNow, Jira, or Zendesk.
• CompTIA A+, ITIL Foundation, or other relevant IT certifications.
• Familiarity with cloud-based collaboration tools (e.g., Microsoft Teams, SharePoint, Google Workspace).
• Work Environment:
• May require occasional evening or weekend work for system maintenance or urgent support needs.
• Ability to lift and move IT equipment (up to 25 lbs) as needed.

Why Join Us?

• Be part of a dynamic IT team supporting cutting-edge technology solutions.
• Opportunities for professional growth and certification support.
• Collaborative and innovative work environment.

Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.

GRAIL is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. GRAIL maintains a drug-free workplace.

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