Help Desk Specialist (Contractor)

Why join Freenome?

Freenome is a high-growth biotech company developing tests to detect cancer using a standard blood draw. To do this, Freenome uses a multiomics platform that combines tumor and non-tumor signals with machine learning to find cancer in its earliest, most-treatable stages. 

Cancer is relentless. This is why Freenome is building the clinical, economic, and operational evidence to drive cancer screening and save lives. Our first screening test is for colorectal cancer (CRC) and advanced adenomas, and it’s just the beginning. 

Founded in 2014, Freenome has ~500 employees and more than $1.1B in funding from key investors, such as the American Cancer Society, Andreessen Horowitz, Anthem Blue Cross, Bain Capital, Colorectal Cancer Alliance, DCVC, Fidelity, Google Ventures, Kaiser Permanente, Novartis, Perceptive Advisors, RA Capital, Roche, Sands Capital, T. Rowe Price, and Verily.  

At Freenome, we aim to impact patients by empowering everyone to prevent, detect, and treat their disease. This, together with our high-performing culture of respect and cross-collaboration, is what motivates us to make every day count.

About this opportunity:

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 role will be a 4-6 month contract assignment. The working hours for this position are Monday-Friday on-site from 11:00 AM - 7:00 PM PST.

What you’ll do:

• Provide primary support for lab IT infrastructure 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 specific to the lab environment. (physical and virtual)
• 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
• Install and maintain systems firmware, software and patches/utilities on lab machines. Schedule after-hours maintenance and engage vendors for support and warranty repairs as appropriate
• 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 and Windows (preferred) platforms
• Experience with Google Workspace (G Suite)
• Experience with Mobile Device Management (MDM) tools (Jamf or Manage Engine Preferred)
• Good understanding of computer systems, mobile devices and other tech products
• Experience with Windows 10/11
• 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:

• Windows experience in a Lab environment
• Administrative support on Slack, Atlassian, Asana, 1password, Office 365, etc. 
• Experience working in a Windows environment (Active Directory, Domain Controllers, GPOs. etc)
• 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 @ https://careers.freenome.com/ 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.  

• Family & Medical Leave Act (FMLA)
• Equal Employment Opportunity (EEO)
• Employee Polygraph Protection Act (EPPA)

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