IT Support Technician at CareDx, Inc. in Waltham, MA

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 Provide technical support to remote, office, and laboratory users via approved remote support tools, phone, email, and chat. Deliver a consistently excellent user experience by responding promptly and empathetically to IT issues in a fast-paced environment. Triage, prioritize, and resolve service desk incidents and requests in accordance with defined service levels and compliance requirements. 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. Support SaaS and enterprise applications such as RingCentral, Atlassian, Adobe, Microsoft Teams, and other business-critical systems. Troubleshoot and support endpoints and peripherals used in office and laboratory settings, including AV equipment and specialized devices, as applicable. Document incidents, resolutions, procedures, and configurations to ensure audit readiness and knowledge continuity. Create and maintain internal knowledge base articles and end-user documentation. Assist in testing, validating, and documenting new tools, systems, and processes prior to production rollout. Train and guide end users on IT systems, security best practices, and approved workflows. Participate in incident communications, planned maintenance activities, and downtime coordination to minimize business impact. Support IT initiatives focused on security, standardization, and continuous service improvement. Participate in on-call and after-hours support rotations for business-critical or laboratory systems as required. Perform other duties as assigned. Required Qualifications Education: High School diploma or equivalent. Experience: 2+ years of experience providing IT support in a Windows and macOS corporate environment. Demonstrated experience supporting remote users in a structured service desk or IT operations model. Hands-on experience with Active Directory, Microsoft 365 / Office 365 administration, user provisioning, and troubleshooting. Experience using ServiceNow or similar IT Service Management (ITSM) platforms. Working knowledge of networking fundamentals. Strong customer service and communication skills, with the ability to explain technical issues to non-technical users. Ability to work independently, manage priorities, and follow documented processes in a regulated environment. Willingness to participate in on-call support as needed. Preferred Qualifications Experience supporting IT operations in biotech, life sciences, healthcare, or other regulated industry. Familiarity with compliance-driven environments (e.g., GxP, SOX, HIPAA-adjacent controls, audit readiness). Experience with endpoint management tools such as Intune / Endpoint Manager, SCCM, or similar platforms. Exposure to Windows Server, Exchange, and SharePoint environments. Experience with virtual desktop or remote access platforms such as Azure Virtual Desktop or VMware Horizon. Relevant IT certifications (Microsoft, ITIL, CompTIA A+, Network+, or equivalent). 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: 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 And more! Please refer to our page to view detailed benefits at https://caredx.com/company/careers 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 U.S. Personnel Privacy Noticeand 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 Privacy Policy The U.S. EEO posters are availablehere. Note: We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us. #LI-Remote 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. Remote: US only roles $62,000—$75,000 USD