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Digital Tech IT Operations Support- Help Desk Lab Support 58 views

Boston, MA

Our mission is to make biology easier to engineer. Ginkgo is constructing, editing, and redesigning the living world in order to answer the globe’s growing challenges in health, energy, food, materials, and more. Our bioengineers make use of an in-house automated foundry for designing and building new organisms. 
The helpdesk lab team is responsible for ensuring that the computing resources located in the various labs are in an operational state. You will be a member of the Digital Tech Ops team, scaling, building, and supporting Ginkgo Bioworks’ users, laboratories, infrastructure, internally developed software product, enterprise applications, security initiatives, project deployments, etc., i.e., you are the ‘face of Digital Tech’ for our customers. Your focus will be providing excellent support in a multi-faceted and quickly evolving production and laboratory environment. As a member of the helpdesk lab team, you will have a significant hands-on role in leading our frontline support teams supporting Ginkgo’s production environment and ensuring Ginkgo’s successful growth organically and through future acquisitions. We are looking for a senior team lead with the ability to instill and enforce best practices while collaborating with peers to drive excellence amidst rapidly changing priorities. You will be nimble and will help to build and energize the team’s culture, productivity and can-do attribute and will maintain the foundation based on the guiding principles of excellence, caring, innovation, adoption, progression, and continuous improvement.
Ginkgo is an innovation company. Every day, our scientists and engineers build biological solutions that have never been done anywhere on the planet. Our IT, DevOps, Network, and Productions Ops engineers are expected to provide innovative digital technology solutions to Ginkgo, as well. Your job will be to make that happen.
Please Note: This is a full-time onsite position providing support across multiple sites and shifts. Although working hours are primarily MON-FRI during normal business hours, extended hours, weekends and/or holidays may be needed as work necessitates; schedule flexibility is required.  The work is onsite and primarily located at Drydock in Boston. Travel to and from Ginkgo Cambridge locations and/or other locations for work may be necessitated at times depending on support and business needs. After hours on-call support may be required on a scheduled rotational basis.


  • Deliver excellent, hands-on and professional IT support
  • Respond to lab tickets and user requests via the help desk ticketing system, slack, and walk-up users
  • Provision new lab computers and replacing old or non-functional lab computers
  • Ensure network connectivity of lab computers
  • Work with Vendors, other internal teams and end users to setup new computers and resolve issues
  • Repair lab computer hardware issues
  • Provide training to end users on how to user lab computers
  • Create and update run books in Confluence
  • Manage and update lab computer inventory
  • Install Software
  • Troubleshoot lab issues
  • Configure lab instruments, troubleshoot and resolve problems
  • Resolve Data upload issues from lab computers to cloud storage
  • Assist in the successful incorporation of new applications and responsibilities for the Helpdesk’s prominent and ever-increasing role
  • Proactively and clearly communicate and enforce communications with our customers
  • Meet and strive to beat our team’s Objects Key Results (OKRs)
  • Minimum Requirements

  • Previous working experience as an IT Help Desk Technician for at least 1 year
  • Experience with Windows 7/ 10, Linux
  • Good problem solving and troubleshooting skills
  • Good working knowledge of computer systems, hardware, software and networking
  • Ability to communicate effectively with internal teams and external vendors
  • Ability and willingness to learn new technologies quickly
  • Knowledge of networking and subnetting
  • Basic knowledge of databases
  • Ability to map network drives
  • Experience with remote tools RDP, Screenconnect, Beyond Trust 
  • Experience with imaging computers
  • Experience with configuring and troubleshooting windows firewall
  • Ability to meet and exceed Objective key results (OKRs)
  • Preferred Capabilities and Experience

  • Associates degree in computer science, software engineering, or related technical field of study
  • A+, CCNA, or Security+ Certification
  • Prior experience with life science production support, and particularly supporting regulates environments (CLIA, GxP, HIPAA, etc.) strongly preferred
  • Experience with business compliance (SOX, SOX II, etc.) strongly preferred
  • Excellent written and verbal communication and presentation capabilities
  • Experience with Windows 7/ 10, Linux, Mac Os
  • Experience with of Active Directory
  • Experience with lab instruments from various manufacturers Thermo Scientific Agilent, etc
  • Experience with JIRA ticketing system and Confluence
  • Aptitude for troubleshooting problems in a production environment and to effectively analyze and resolve problems
  • Strong level of efficiency and self-motivation to complete tasks accurately and on time
  • Process-oriented mindset with strong attention to detail
  • Devotion and enthusiasm for providing excellent user and customer support, with a strong drive to help our projects succeed and align with Ginkgo’s mission
  • Ability to thrive in a highly transparent, diverse, inclusive, non-hierarchical, drama-free, and extremely driven company filled with unbelievably talented co-workers
  • To learn more about Ginkgo, check out some recent press:
    We also feel that it’s important to point out the obvious here – there’s a serious lack of diversity in our industry, and that needs to change. Our goal is to help drive that change. Ginkgo is deeply committed to diversity, equity, and inclusion in all of its practices, especially when it comes to growing our team. Our culture promotes inclusion and embraces how rewarding it is to work with people from all walks of life.  
    We’re developing a powerful biological engineering platform, so we must remain mindful of the many ways our technology can – and will – impact people around the world. We care about how our platform is used, and having a diverse team to build it gives us the best chance that it’s something we’ll be proud of as it continues to grow. Therefore, it’s critical that we incorporate the diverse voices and visions of all those who play a role in the future of biology.
    It is the policy of Ginkgo Bioworks to provide equal employment opportunities to all employees and employment applicants.

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    Company Information
    • Active Jobs 112 Jobs
    • Company Address 27 Drydock Avenue, 8th Floor Boston, MA 02210
    • City Boston
    • Location Massachusetts
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