What are the responsibilities and job description for the Service Desk Specialist Lead position at GeneDx?
GeneDx is a patient-centered technology company seeking an onsite Service Desk Sr. Specialist to support IT operations withing our Gaithersburg, MD and/or Stamford, CT offices.
In this role, you will respond to IT support tickets for issues both within the location you report to daily, as well as remote issues, which in turn enables our organizational strategy and tactics. You will respond to requests for support from individuals and leaders at all levels within the organization and you will follow established SOP's and knowledge base articles, as well as troubleshooting best practices, to resolve those requests with empathy and thoroughness.
Collaborating with our IT and engineering colleagues, you will ensure your peers can achieve their objectives when issues arise. Whether it is installing new software, re-provisioning access, or resolving trouble conditions, your support will be crucial. You will effectively communicate the progress of trouble tickets with a customer service mindset, ensuring those seeking help are always informed about the next steps and timelines. Your team will appreciate your clear communication, thorough documentation, organizational skills, and ability to anticipate challenges and work independently.
MAJOR DUTIES AND REPONSIBILITIES
- Provide advanced troubleshooting and technical support, assist with routine maintenance tasks, support the engineering team on larger projects, and create and maintain support documentation.
- Manage urgent issues outside of regular hours, per on-call schedule; swiftly resolve incidents to minimize downtime while keep the Support Desk Manager updated on the status and resolution of after-hours issues.
- Manage escalated tickets by resolving issues or guiding de-escalation through mentorship, support daily Service Desk and IT Engineering operations, and ensure adherence to ITIL 4-aligned SOPs and SLAs through consistent documentation and process improvement.
- Effectively communicate ticket progress and status updates to internal customers, the IT Service Desk, and other service team members, ensuring timely resolution and adherence to all published SLAs (Service Level Agreements), and productivity goals.
- Assist and execute complex IT projects, ensuring timely delivery and adherence to quality standards, while providing advanced technical support and troubleshooting for escalated issues.
- Promote and champion the benefits of a self-service first approach and crowd-sourced support while ensuring all work in progress via Jira and/or ServiceNow is completed promptly.
COMPETENCIES
- Experience with HIPAA (Health Insurance Portability and Accountability) and SOX environments.
- Naturally curious and assertive problem solver, adept at identifying issues, developing actionable plans, and successfully executing solutions.
QUALIFICATIONS
- Proficiency in managing hybrid Microsoft enterprise solutions and Apple Mac infrastructure, combined with extensive experience in utilizing endpoint management platforms such as Intune (for both hybrid and fully Entra-joined endpoints), SCCM, and JAMF, will be highly beneficial.
- Adept with Microsoft Active Directory, Microsoft Entra ID Active Directory in hybrid environments, and Open LDAP integrations.
- Utilize Microsoft 365 collaboration tools (Teams, SharePoint, Exchange, etc.) to enhance team communication and productivity.
EDUCATION/TECHNICAL REQUIREMENTS
- 7 years of experience in Service Desk Support, System Administration, and/or Endpoint Administration roles.
- Relevant certifications such as ITIL, COMPTIA Security , and/or MS-102 are highly desirable.
EXPERIENCE
- Utilize Microsoft 365 collaboration tools (Teams, SharePoint, Exchange, etc.) to enhance team communication and productivity. Endpoint management using services like Intune, SCCM, JAMF and virtual environments (VMware).
- Highly organized and experienced in managing support queues efficiently, ensuring timely resolution, and prioritization of tasks.
- Proven experience in creating, maintaining, and consistently adhering to technical Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) based on ITIL 4 foundations.
CERTIFICATES, LICENSES, REGISTRATIONS
- Certifications such as ITIL, COMPTIA Security , and/or MS-102 are highly desirable.
PHYSICAL DEMANDS
- Ability to stand, walk, and sit for extended periods.
- Ability to lift 50 pounds.
WORK ENVIRONMENT
Work is primarily performed in an office setting with a typical climate-controlled environment.
Occasional exposure to manufacturing or warehouse areas, which may involve loud noises, dust, and varying temperatures.
The role may require occasional travel to client sites, with potential exposure to outdoor weather conditions.
Standard work hours are Monday through Friday, 9 AM to 5 PM EST, with occasional overtime required during peak periods.
~
Science - Minded, Patient - Focused.
At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.
Experts in what matters most.
With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry's genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.
SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.
From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:
TECHNICAL EXPERTISE
- High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
- Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.
CLINICAL EXPERTISE
- Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
- Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
- Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.
Learn more About Us here.
Our Culture
At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:
- Be bold in our vision & brave in our execution.
- Communicate directly, with empathy.
- Do what we say we're going to do.
- Be adaptable to change.
- Operate with a bias for action.
Benefits include:
- Paid Time Off (PTO)
- Health, Dental, Vision and Life insurance
- 401k Retirement Savings Plan
- Employee Discounts
- Voluntary benefits
GeneDx is an Equal Opportunity Employer.
All privacy policy information can be found here.
