Help Desk Specialist
Job Description
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.
Responsibilities
- 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.
Job Requirements
- 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.
