Help Desk Specialist (Contractor)

About This Opportunity

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.

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

• 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.

Schedule

This will be a 3 month contract assignment working onsite Monday - Friday from 9am - 5pm.