IT Help Desk Specialist (macOS)

Location: Onsite in Durham, North Carolina, United States, at the company’s lab. Occasional evening, weekend, or on-call support may be required; the IT function operates three shifts with 24x7 coverage and rotating on-call duty.

Hourly base pay: $30.77–$37.64 per hour.

Company

hirify.global is a healthcare company developing technologies for early cancer detection through next-generation sequencing, clinical studies, computer science, and data science.

What you will do

• Serve as the first point of contact for employee technical support and resolve hardware, software, identity, operating system, application, and connectivity issues.
• Support Mac computers, ChromeOS devices, mobile devices, printers, Google Workspace, Microsoft 365, Slack, Zoom, Zoom Rooms, VPN, Wi-Fi, and other workplace technologies.
• Configure, deploy, replace, and refresh endpoint devices using established IT processes and endpoint management tools.
• Manage onboarding, transfers, and offboarding, including account setup, equipment deployment, and access provisioning.
• Maintain IT asset records, knowledge base articles, troubleshooting documentation, and standard operating procedures.
• Escalate complex issues, keep employees informed, and participate in technology deployments, equipment refreshes, and IT projects.

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• At least 2 years of IT Help Desk, Desktop Support, or End User Support experience in a business environment.
• Experience supporting macOS or Windows operating systems and common business applications.
• Experience supporting Google Workspace, Microsoft 365, or similar enterprise productivity platforms.
• Basic understanding of networking concepts, including TCP/IP, DNS, VPN, and Wi-Fi.
• Strong troubleshooting, communication, and customer service skills.
• Ability to prioritize multiple support requests while maintaining a high level of customer service.

Nice to have

• Experience supporting macOS in a primarily Apple environment and using Jamf or another endpoint management solution.
• Experience with Okta or another identity and access management platform.
• Experience supporting Slack, Zoom, Zoom Rooms, and conference room technology.
• Experience using ITSM tools such as ServiceNow, Jira Service Management, or Zendesk.
• Experience in a regulated environment such as healthcare, biotechnology, or life sciences.
• CompTIA A+, Apple Device Support, ITIL Foundation, or another relevant certification.

Culture & Benefits

• Onsite work in a state-of-the-art laboratory with support for three shifts and 24x7 coverage.
• Flexible time off or vacation, 401(k) with employer match, medical, dental, and vision coverage.
• Additional compensation, including an annual bonus and/or other incentives, may be available under applicable plans.
• Equal employment opportunity, reasonable accommodations, and a drug-free workplace.