Sr. IT Support Technician at CareDx

Brisbane, CAFull-timeIT & SOFTWARE OPERATIONSPosted 21 days ago

About the Role

<div class="content-intro"> </div>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** In the role of Sr 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. This is an onsite, desktop and lab support position and you will have the opportunity to use your knowledge of Windows and Mac computers to provide white-glove service and support to our users. You will administer multiple IT systems and applications, including AD, Azure AD, M365, and more. The service level requirements are high with a 24x7x365 lab operation and a fast-paced environment. The ideal candidate will have an owner's mindset, and be able to work independently and as part of a team on issues, changes and projects, in support of IT's vision and goals. Responsibilities: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Provide laboratory, office, and remote users technical support via remote tools, phone, email and chat.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Consistently strive to provide the ultimate client experience by being responsive and empathetic to users’ IT issues.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Prioritize, schedule, and resolve service desk incidents and requests in a timely and efficient manner.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Provide support for account and group administration of on-premise and cloud-based applications and services including RingCentral, Atlassian, Adobe, Teams, etc.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Testing and documentation of new solutions and processes to continually improve IT services and support.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Ability to train end users on IT applications and systems as needed.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Provide support on lab systems, AV systems, label printers, copiers, and other electronics as needed.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Participate in evaluations of new software, hardware, and tools.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Assist with strategic initiatives providing input into IT processes, procedures, and service level development.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Participate in decisions regarding downtime impact on users through accurate communication, planning of scheduled downtime, and quick problem resolution.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Creation of knowledgebase articles and documentation as required.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">All other duties as assigned by management.</li> </ul> Qualifications: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Education: High School Diploma</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience: 4+ years of experience providing IT support in a Windows and macOS corporate environment.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience working with AD, M365/O365 Admin Centers, application provisioning, and troubleshooting.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience with ServiceNow or other ITSM platforms.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Knowledge of networking fundamentals.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Must have strong customer service skills with an ability to communicate technical issues to non-technical users.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Available to provide on-call, after-hours support for priority tickets as needed.</li> </ul>   Preferred Experience: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience with Intune/Endpoint Manager, SCCM, or other endpoint management systems.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience with Windows Server, Exchange, SharePoint.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience with Azure Virtual Desktop, VMware Horizon, or other VDI platforms.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">IT certifications such as Microsoft, ITIL, A+, Network+, etc.</li> </ul> Additional Details:   Every individual at CareDx has a direct impact on our collective mission to improve the lives of organ transplant patients worldwide. We believe in taking great care of our people, so they take even greater care of our patients.   Our competitive Total Rewards package for US Employees includes:   <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Competitive base salary and incentive compensation </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Health and welfare benefits, including a gym reimbursement program </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">401(k) savings plan match </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Employee Stock Purchase Plan </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Pre-tax commuter benefits </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">And more! </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Please refer to our page to view detailed benefits at <a style="font-size: 12pt;" href="https://caredx.com/company/careers/">https://caredx.com/company/careers/</a> </li> </ul> In addition, we have a Living Donor Employee Recovery Policy that allows up to 30 days of paid leave annually to a full-time employee who makes the selfless act of donating an organ or bone marrow.  With products that are making a difference in the lives of transplant patients today and a promising pipeline for the future, it’s an exciting time to be part of the CareDx team. Join us in partnering with transplant patients to transform our future together.  CareDx, Inc. is an Equal Opportunity Employer and participates in the E-Verify program.  By proceeding with our application and submitting your information, you acknowledge that you have read our <a href="https://nam04.safelinks.protection.outlook.com/?url=http%3A%2F%2Fcaredx.com%2Fus-personnel-privacy-notice%2F&data=05%7C02%7C%7C82daf31a87e44746b2ea08dceef5e348%7C9ec77d4e480144b4b8fea5749eaf06b0%7C1%7C0%7C638647987067912610%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=2m6s48ae9FuUbrhudLltyYwmxkwF09q91VSr94Shslg%3D&reserved=0">U.S. Personnel Privacy Notice</a><a href="https://nam04.safelinks.protection.outlook.com/?url=http%3A%2F%2Fcaredx.com%2Fus-personnel-privacy-notice%2F&data=05%7C02%7C%7C82daf31a87e44746b2ea08dceef5e348%7C9ec77d4e480144b4b8fea5749eaf06b0%7C1%7C0%7C638647987067924758%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=fvNqQdyyA0YaWb3Y4bxHjbbzsxfJ4EmKAEMFQr39KnU%3D&reserved=0"> </a>and consent to receive email communication from CareDx.  ***We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.***  Certain jurisdictions require notice of how we use and protect your personal information. For more information, please read our <a href="https://caredx.com/privacy-center/#ca-privacy">Privacy Policy</a>.   <div class="content-pay-transparency"><div class="pay-input"><div class="description">This is the anticipated base salary range for candidates who will work in Brisbane, California. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and length of experience within the job, the type and length of experience within the industry, education, etc. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and restricted stock units. CareDx is a multi-state employer, and this salary range may not reflect positions that work in other states.</div><div class="title">San Francisco Bay Area Roles:</div><div class="pay-range">$93,600—$113,400 USD</div></div></div>

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