Help Desk Specialist

Who you are

• 3+ years of experience as a Help Desk Specialist or related IT Customer Support role
• Experience with Mac (preferred) and Windows platforms
• Experience with Google Workspace (G Suite)
• Experience with Mobile Device Management (MDM) tools (Jamf or Manage Engine Preferred)
• Experience with modern ticketing systems (Freshservice Preferred)
• Good understanding of computer systems, mobile devices and other tech products
• Experience with Windows 10/11 and Mac OS 14+
• Experience onboarding and offboarding users in an enterprise environment
• Excellent communication and customer service skills
• Experience in creating/updating documentation on processes and solutions
• Basic Networking knowledge
• Jamf Expertise (Jamf 100-300 certifications huge plus)
• Administrative support on Slack, Atlassian, Asana, 1password, Office 365, Zoom etc
• Experience working in a Large Scale Mac environment
• Industry certifications such as ITIL, CCNA, MCITP, MCSA, MCSE, VCP, Cloud+, Security+ preferred
• Large Scale meeting support
• Video Conferencing support
• Experience in diagnostic labs is a plus
• Scripting experience with languages such as powershell, python, bash, to automate or execute configurational changes

What the job involves

• Are you a tech-savvy problem solver who thrives on helping others?
• If so, Freenome is looking for an experienced Help Desk Specialist to join their dynamic Information Technology Team!
• This opportunity offers the chance to make a meaningful impact in one of the most progressive healthcare organizations today
• As part of this role, you will use your IT expertise and tenacity when diagnosing complex customer issues with computer systems, networks, hardware or software
• You are also responsible for responding promptly to queries as well as implementing solutions that ensure optimal performance
• Put simply - if it relates to Helpdesk then you're the person our team needs!
• Don't miss out on joining us at Freenome where we're revolutionizing early cancer detection through advanced technology products and services
• This will be a 3 month contract assignment working onsite Monday - Friday from 9am - 5pm
• Provide primary support for Corporate devices and systems issues/requests, and ensure all IT incidents and requests are prioritized and resolved in a timely and professional manner within SLA guidelines
• Perform onsite troubleshooting through diagnostic techniques and pertinent questions
• Create and manage user accounts, permissions, and access controls
• Create step-by-step training material and documentation with screenshots for clients and colleagues
• Install and manage lab related software and licenses
• Setup workstations, servers, and other hardware components
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Proactive on identifying and reporting potential problems before an incident is reported
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), conference room systems and other systems
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in our ticketing system
• Follow-up and update customer status and information
• Collaborate with Network and System Administrator to develop and maintain solutions in a regulated environment
• Provide onsite meeting support (Zoom and AV systems) for large and important meetings
• Maintain comprehensive documentation for configurations, troubleshooting steps, and routine procedures
• Coordinate and execute seamless hardware and software upgrades in collaboration with cross-functional departments, ensuring zero disruption to laboratory operations