Help Desk Specialist (Contractor)

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.