# Help Desk Specialist (Contractor)

**Company**: Freenome
**Location**: Brisbane, California
**Work arrangement**: onsite
**Experience**: mid
**Job type**: contract
**Category**: IT
**Industry**: Healthcare

**Apply**: https://job-boards.greenhouse.io/freenome/jobs/8756170002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a5cfb44f-bf6

## Description

We are seeking an experienced Help Desk Specialist to join our dynamic Information Technology Team at Freenome. As a Help Desk Specialist, you will use your IT expertise to diagnose complex customer issues with computer systems, networks, hardware, or software, and implement solutions to ensure optimal performance.

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.

- Proactively identify and report 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 Administrators 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.

Requirements:

- 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.

## Skills

### Required
- Mac
- Windows
- Google Workspace
- Mobile Device Management
- Ticketing Systems
- Computer Systems
- Networking

### Nice to have
- Jamf
- Slack
- Atlassian
- Asana
- 1password
- Office 365
- Zoom
- ITIL
- CCNA
- MCITP
- MCSA
- MCSE
- VCP
- Cloud+
- Security+

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/freenome/jobs/8756170002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)