IT Support Technician at CareDx

MassachusettsFull-timeIT & SOFTWARE OPERATIONSPosted 9 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. **Ideal candidate will be within commutable driving distance to Waltham, MA** The IT Support Technician provides end-user systems administration and technical support in a, regulated biotech environment. This role is responsible for incident resolution, request fulfillment, troubleshooting, root-cause analysis, and systems configuration while delivering a high-quality, white-glove support experience to a distributed workforce. This position supports a 24x7x365 operational and laboratory environment and requires strong ownership, accountability, and the ability to work independently while collaborating effectively across IT and business teams. The ideal candidate is customer-focused, detail-oriented, and comfortable operating in a compliance-driven organization where accuracy, documentation, and security are critical. Key Responsibilities <ul> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Provide technical support to remote, office, and laboratory users via approved remote support tools, phone, email, and chat.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Deliver a consistently excellent user experience by responding promptly and empathetically to IT issues in a fast-paced environment.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Triage, prioritize, and resolve service desk incidents and requests in accordance with defined service levels and compliance requirements.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Administer user accounts, access, and groups across on-premises and cloud platforms, including but not limited to Okta, Active Directory, Entra ID, and Microsoft 365.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Support SaaS and enterprise applications such as RingCentral, Atlassian, Adobe, Microsoft Teams, and other business-critical systems.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Troubleshoot and support endpoints and peripherals used in office and laboratory settings, including AV equipment and specialized devices, as applicable.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Document incidents, resolutions, procedures, and configurations to ensure audit readiness and knowledge continuity.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Create and maintain internal knowledge base articles and end-user documentation.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Assist in testing, validating, and documenting new tools, systems, and processes prior to production rollout.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Train and guide end users on IT systems, security best practices, and approved workflows.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Participate in incident communications, planned maintenance activities, and downtime coordination to minimize business impact.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Support IT initiatives focused on security, standardization, and continuous service improvement.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Participate in on-call and after-hours support rotations for business-critical or laboratory systems as required.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Perform other duties as assigned.</li> </ul> Required Qualifications <ul> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Education: High School diploma or equivalent.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Experience: 2+ years of experience providing IT support in a Windows and macOS corporate environment.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Demonstrated experience supporting remote users in a structured service desk or IT operations model.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Hands-on experience with Active Directory, Microsoft 365 / Office 365 administration, user provisioning, and troubleshooting.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Experience using ServiceNow or similar IT Service Management (ITSM) platforms.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Working knowledge of networking fundamentals.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Strong customer service and communication skills, with the ability to explain technical issues to non-technical users.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Ability to work independently, manage priorities, and follow documented processes in a regulated environment.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Willingness to participate in on-call support as needed.</li> </ul> Preferred Qualifications <ul> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Experience supporting IT operations in biotech, life sciences, healthcare, or other regulated industry.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Familiarity with compliance-driven environments (e.g., GxP, SOX, HIPAA-adjacent controls, audit readiness).</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Experience with endpoint management tools such as Intune / Endpoint Manager, SCCM, or similar platforms.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Exposure to Windows Server, Exchange, and SharePoint environments.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Experience with virtual desktop or remote access platforms such as Azure Virtual Desktop or VMware Horizon.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Relevant IT certifications (Microsoft, ITIL, CompTIA A+, Network+, or equivalent).</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-size: 12pt; font-family: 'times new roman', times, serif;">Competitive base salary and incentive compensation</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Health and welfare benefits, including a gym reimbursement program</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">401(k) savings plan match</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Employee Stock Purchase Plan</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Pre-tax commuter benefits</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">And more!</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Please refer to our page to view detailed benefits at <a href="https://caredx.com/company/careers/" target="_blank">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-vets/disabled, 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=https%3A%2F%2Fwww.caredx.com%2Fus-personnel-privacy-notice&data=05%7C02%7C%7C7909ec363e2b416b016a08de7886b61c%7C9ec77d4e480144b4b8fea5749eaf06b0%7C1%7C0%7C639080717137822026%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=rz649lSGHm5Ca8UOMhbSARMbRhbyMFHdOgEEBXImKs4%3D&reserved=0" target="_blank">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" target="_blank"> </a>and consent to receive email communication from CareDx. 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> The U.S. EEO posters are available <a class="HyperlinkV2 SCXO121329444 BCX8" href="http://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf" target="_blank">here</a>.  Note: We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.  #LI-Remote<div class="content-pay-transparency"><div class="pay-input"><div class="description">This is the anticipated base salary range in the United States. 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">Remote: US only roles</div><div class="pay-range">$62,000—$75,000 USD</div></div></div>

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