Onsite IT Help Desk Pro: Troubleshooting & Support

Freenome; Northern (KY); Hybrid; USD 28,000 - 47,000; Full time

Job summary

Freenome is seeking a Help Desk Specialist to join our IT team on a 3-month on-site contract. You will diagnose and resolve issues across devices, networks, and lab software, while creating clear documentation and training materials for colleagues.

The role requires strong customer service and the ability to work with cross-functional teams. Responsibilities include incident triage, account management, and collaboration with network and system admins to maintain compliant operations in a

Qualifications

• 3+ years of experience in Help Desk or similar IT support role.
• Experience with Mac and Windows platforms.
• Experience with Google Workspace (G Suite).
• Experience with MDM tools (Jamf or Manage Engine).
• Experience with Freshservice or similar ticketing systems.
• Strong communication and documentation skills.
• Basic networking knowledge.

Responsibilities

• Provide primary support for corporate devices and systems within SLA.
• Perform onsite troubleshooting and user account management.
• Create training materials and documentation with screenshots.
• Install and manage lab software and licenses.
• Set up workstations, servers, and hardware components.
• Record incidents and resolutions in the ticketing system.

Skills

Mac experience

Windows

Google Workspace

MDM tools

Freshservice

Communication

Documentation

Networking basics

Tools

Slack

Atlassian

Asana

1password

Office 365

Zoom

Job description

Freenome is seeking a Help Desk Specialist to join our IT team on a 3-month on-site contract. You will diagnose and resolve issues across devices, networks, and lab software, while creating clear documentation and training materials for colleagues.

The role requires strong customer service and the ability to work with cross-functional teams. Responsibilities include incident triage, account management, and collaboration with network and system admins to maintain compliant operations in a