Help Desk Specialist (Contractor)

Freenome; Brisbane (CA); On-site; USD 34,000 - 55,000; Full time

Job summary

Freenome in California is seeking an experienced Help Desk Specialist to join our Information Technology Team on a 3-month on-site contract. You will diagnose and resolve issues across Mac and Windows devices, Google Workspace, and lab-related software, while delivering professional support to researchers and staff.

You will create documentation, assist with onboarding, manage user accounts, and collaborate with networks and systems teams to maintain reliable lab operations.

Qualifications

• 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).
• Proficient 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.

Responsibilities

• 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.

Skills

Mac OS

Windows

G Suite

MDM tools

Freshservice

On-site support

Communication

Tools

Jamf

ManageEngine

Freshservice

Job description

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.

What you’ll do:

• 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.

Must haves:

• 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.

Nice to haves:

• 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.
• Experience in diagnostic labs is a plus.
• Scripting experience with languages such as powershell, python, bash, to automate or execute configurational changes.

Additional information:

Contractors may be hired through a third-party provider and will be considered contingent workers. We invite you to check out our career page @ freenome.com/job-openings/ for additional company information.

Freenome is proud to be an equal opportunity employer and we value diversity. Freenome does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Applicants have rights under Federal Employment Laws.

California applicants please review the CCPA Notice at Collection here: