Help Desk Specialist Jobs

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.

Become a Freenomer

Do you have what it takes to be a Freenomer? A “Freenomer” is a determined, mission-driven, results-oriented employee fueled by the opportunity to change the landscape of cancer and make a positive impact on patients’ lives. Freenomers bring their diverse experience, expertise, and personal perspective to solve problems and push to achieve what’s possible, 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

• Proactive on identifying and reporting potential problems before an incident is reported
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Serve as the first point of contact for customers seeking technical assistance over the phone, slack, helpdesk tickets or email
• Provide accurate information on IT products or services
• Follow-up and update customer status and information
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), conference room systems and other systems
• Provide ideas, suggestions, and helpful questions to team meetings
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Record events and problems and their resolution in ticketing system
• Identify and suggest possible improvements on procedures
• Collaborate with other service department to create and maintain best onboarding experience
• Create step-by-step training material and documentation with screenshots for clients and colleagues
• Direct unresolved issues to the next level of support personnel

Must Haves

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

Nice To Haves

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

Benefits And Additional Information

The US target range of our hourly rate for new hires is $34.62 - $52.88. You will also be eligible to receive pre-IPO equity, cash bonuses, and a full range of medical, financial, and other benefits depending 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.

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