Help Desk Specialist

Why join Freenome?

Freenome is a high-growth biotech company on a mission since 2014 to create tools that empower everyone to prevent, detect, and treat their disease.

To achieve this mission, Freenome is developing next-generation blood tests to detect cancer in its earliest, most treatable stages using our multiomics platform and machine learning techniques. Our first blood test will detect early-stage colorectal cancer and advanced adenomas.

To fight the war on cancer, Freenome has raised more than $1.1B from leading investors including a16z, GV (formerly Google Ventures), T. Rowe Price, BainCapital, Perceptive Advisors, RA Capital Management, Roche, Kaiser Permanente Ventures, and the American Cancer Society’s BrightEdge Ventures.

Are you ready for the fight? A ‘Freenomer’ is a mission-driven employee who is fueled by the opportunity to make a positive impact on patients' lives, who thrive in a culture of respect and cross collaboration, and whose work makes a significant impact on the company and their career. Freenomers are determined, patient-centric, and outcomes-driven. We build teams around divergent expertise, allowing us to solve problems and ascertain opportunities in unique ways. We are dedicated to advancing healthcare, one breakthrough at a time.

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.

What you’ll do:

• Serve as the first point of contact for customers seeking technical assistance over the phone, slack, helpdesk tickets or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Create step-by-step training material and documentation with screenshots for clients and colleagues.
• Collaborate with other service department to create and maintain best onboarding experience.
• 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 ticketing system.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Provide ideas, suggestions, and helpful questions to team meetings.

Must haves:

• 3+ years of experience as a Help Desk Specialist or related IT Customer Support role.
• Experience with Mac and Windows platforms.
• Experience with Google Workspace (G Suite).
• Experience with Mobile Device Management (MDM) tools (e.g. Kandji, Jamf).
• Good understanding of computer systems, mobile devices and other tech products.
• Strong remote troubleshooting skills.
• Experience onboarding and offboarding users in an enterprise environment.
• Excellent communication and customer service skills.
• Experience in creating/updating documentation on processes and solutions.
• Experience provisioning  application licensing for end-users.
• Maintaining and keeping data hygiene accurate and up to date.

Nice to haves:

• Experience in writing executable scripts for macOS is a plus.
• Experience in supporting Zoom Conference Rooms.
• Administrative support on Slack, Atlassian, Asana, 1password, Office 365, etc.
• Experience using Freshservice ticketing system.
• Creating Automated workflows.

Benefits and additional information:

The US target range of our hourly rate for new hires is $34.74 - $52.88 . You will also be eligible to receive pre-IPO equity, cash bonuses, and a full range of medical, financial, and other benefits dependent on the position offered.  Please note that individual total compensation for this position will be determined at the Company’s sole discretion and may vary based on several factors, including but not limited to, location, skill level, years and depth of relevant experience, and education. 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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