CareDx, Inc. is a leading precision medicine solutions company focused on the discovery, development, and commercialization of clinically differentiated, high-value healthcare solutions for transplant patients and caregivers. CareDx offers products, testing services, and digital healthcare solutions along the pre- and post-transplant patient journey, and is the leading provider of genomics-based information for transplant patients.
This role is on-site located in Brisbane, CA. As a Senior IT Support Technician, you will be responsible for providing all aspects of end-user systems administration and support including incident resolution, request fulfillment, problem-solving, root‐cause analysis, and systems configuration. You will administer multiple IT systems and applications, including AD, Azure AD, M365, and more.
Responsibilities
* Provide laboratory, office, and remote users technical support via remote tools, phone, email and chat.
* Consistently strive to provide the ultimate client experience by being responsive and empathetic to users' IT issues.
* Prioritize, schedule, and resolve service desk incidents and requests in a timely and efficient manner.
* Provide support for account and group administration of on-premise and cloud-based applications and services including RingCentral, Atlassian, Adobe, Teams, etc.
* Test and document new solutions and processes to continually improve IT services and support.
* Train end users on IT applications and systems as needed.
* Provide support on lab systems, AV systems, label printers, copiers, and other electronics as needed.
* Participate in evaluations of new software, hardware, and tools.
* Assist with strategic initiatives providing input into IT processes, procedures, and service level development.
* Participate in decisions regarding downtime impact on users through accurate communication, planning of scheduled downtime, and quick problem resolution.
* Create knowledgebase articles and documentation as required.
* All other duties as assigned by management.
Qualifications
* Education: High School Diploma.
* 4+ years of experience providing IT support in a Windows and macOS corporate environment.
* Experience working with AD, M365/O365 Admin Centers, application provisioning, and troubleshooting.
* Experience with ServiceNow or other ITSM platforms.
* Knowledge of networking fundamentals.
* Strong customer service skills with an ability to communicate technical issues to non-technical users.
* Available to provide on-call, after-hours support for priority tickets as needed.
Preferred Experience
* Experience with Intune/Endpoint Manager, SCCM, or other endpoint management systems.
* Experience with Windows Server, Exchange, SharePoint.
* Experience with Azure Virtual Desktop, VMware Horizon, or other VDI platforms.
* IT certifications such as Microsoft, ITIL, A+, Network+, etc.
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 to a full-time employee who donates an organ or bone marrow.
* More detailed benefits at https://caredx.com/company/careers/.
Salary
Base salary range for candidates in Brisbane, California: $93,600—$113,400 USD. The final salary offered will depend on factors such as experience, industry, education, etc. Additional discretionary bonuses/incentives and restricted stock units may be offered.
Equal Opportunity Employment
CareDx, Inc. is an Equal Opportunity Employer and participates in the E-Verify program.
#J-18808-Ljbffr