IT Support Specialist

ABOUT US:

Biodesix is a leading diagnostic solutions company with a focus in lung disease. The Company develops diagnostic tests addressing important clinical questions by combining multi-omics through the power of artificial intelligence. Biodesix offers five Medicare-covered tests for patients with lung diseases. The blood based Nodify Lung nodule risk assessment testing strategy, consisting of the Nodify XL2 and the Nodify CDT tests, evaluates the risk of malignancy in pulmonary nodules, enabling physicians to better triage patients to the most appropriate course of action. The blood based IQLung strategy for lung cancer patients integrates the GeneStrat targeted ddPCR test, the GeneStrat NGS test and the VeriStrat test to support treatment decisions across all stages of lung cancer with results in an average of two to three business days, expediting the time to treatment. Biodesix also leverages the proprietary and advanced Diagnostic Cortex AI (Artificial Intelligence) platform, to collaborate with many of the world's leading biotechnology and pharmaceutical companies to solve complex diagnostic challenges in lung disease. For more information about Biodesix, please visit www.biodesix.com.

OBJECTIVE OF THE POSITION:

The IT Support Specialist is responsible for providing Level 1 IT support and is responsible for supporting users in all IT-related activities and initiatives related to computer systems, hardware, and software. This position is responsible for providing a high degree of customer support to every staff member within Biodesix.

RESPONSIBILITIES:

• Monitors Help Desk tickets and provides support for those tickets and related issues to support our end users.

• Enters all problems and updates into the ticketing system. Correctly categorizing tickets and tracking time spent.

• Diagnose ticket severity and assure timely assignment or escalation to the proper support group.

• Uses troubleshooting techniques and support scripts to resolve as many issues as possible before escalating.

• Works collaboratively with team members within the Help Desk, ITS, and other departments to resolve issues in a timely manner.

• Effectively displays empathy when dealing with our end users in all situations.

• Actively listens to provide exceptional customer service and support.

• Manages time appropriately when dealing with and solving technical support issues.

• Identify and create documents for knowledgebase for both IT team and end users.

• Must possess the ability to assist end users remotely over the phone, via remote control software or in person.

• Identify, research, and resolve a wide variety of technical issues logged by users in the CO and KS offices and laboratories, as well as remote users.

• Provide end-user support for all computers and peripherals, including printers, monitors, etc.

• Take ownership of problems and work through complete and effective resolutions.

• Configure hardware/software, including desktop computers, laptops, and desk phones for new users and work with supplier or vendor when servicing required.

• Image and build out new client desktop and laptop systems.

• Perform desk buildouts and moves for new and existing employees.

• O365/AD/AAD - User Management to include onboarding and off boarding of users; create or edit user; applying user licenses and permissions.

• Stay up to date with Dell hardware, Windows OS and office application changes.

• Maintains knowledge of current audio-visual technologies.

COMPETENCY OR POSITION REQUIREMENTS:

• Extensive knowledge in Windows 11

• Basic O365 and SharePoint administration knowledge.

• Strong hands-on technical skill with personal computers, laptops, mobile devices, and peripherals

• Strong analytical skills with the ability to define and identify solutions.

• Excellent written, organizational, communication

• Must work well in a multi-task environment.

• Works well under stress in a fast-paced environment.

• Must be a self-starter, with the ability to establish priorities.

• Must possess strong interpersonal skills and the ability to assist customers in person and remotely over the phone, via remote control software.

• Ability to work independently and as part of a team.

• Strong attention to detail

EDUCATION AND EXPERIENCE:

• Associates or bachelor's degree in information systems or IT related subject preferred but H.S. Diploma or GED equivalent with appropriate experience is considered

• 1 year experience in an IT Support/Helpdesk role required

• Strong skills in supporting current iterations of Windows and Apple operating systems, MS Office, Office 365, Local Area Networks, Wireless network configuration and connectivity, remote support software, printers, and other peripherals, etc.

REGULATORY REQUIREMENTS:

This role shall comply, at a minimum, with the responsibilities and qualifications outlined in:

• CLIA: Clinical Laboratory Improvement Amendments (CLIA) Requirements, Title 42 Code of Federal Regulations Part 493
• CAP: College of American Pathologists (CAP): All Common, Laboratory General, Chemistry, and Toxicology, Director Assessment, Microbiology, Immunology, and Molecular Pathology
• NYS CLEP: New York State Department of Health, Clinical Laboratory Evaluation Program (CLEP), New York State Public Health Law, Article 5 Title 5
• ISO: International Organization for Standardization (ISO) 13485, Quality Management Systems, Requirements for Regulatory Purposes, 2016
• All other applicable state and regulatory governing authorities including but not limited to: CA, PA, RI, MD

PHYSICAL REQUIREMENTS:

• The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the team member is regularly required to use hands to grip, handle, or feel objects, tools, or controls and talk or hear.

• The team member frequently is required to sit, walk, and reach with hands and arms; occasionally is required to stand, stoop, kneel, crouch, or crawl, and must occasionally lift and/or move more than 25 pounds.

• Specific vision abilities required by this job include visual acuity to Colorado driver's license requirements.

WORK ENVIRONMENT:

• The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The primary work environment is an office setting.

• The noise level in the work environment is usually moderate.

UNPLANNED ACTIVITIES:

• Other duties as assigned.

TRAVEL PERCENTAGE:

• Minimal

COMPENSATION:

Our total rewards include:

• Competitive compensation $21.49 - $23.89 per hour

• Individual base compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related aspects.

• Discretionary Bonus opportunity

Comprehensive benefits package - effective date of hire

• Medical

• Dental

• Vision

• Short/Long Term Disability

• Life Insurance

• Flex Spending Account

• 401(k)

• 120 hours of annual vacation

• 72 hours of paid sick time off

• 11 paid holidays

• 3 floating holidays

• Employee Assistance Program

• Voluntary Benefits

• Employee recognition program

JOB LOCATION:

• Louisville, CO

Biodesix is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.