Lab IT Help Desk, Freenome

• The ideal candidate is a tech-savvy problem solver who thrives on helping others
• 3+ years of experience as a Help Desk Specialist or related IT Customer Support role
• Experience with Windows platforms, specifically Windows 10/11 support
• Experience with Entra id and ticketing systems
• Experience with Mobile Device Management (MDM) tools (e.g., Manage Engine, Jamf)
• Ability to work onsite Mon-Sat (specific shift hours can be defined, e.g., 7AM–3PM or 10AM–6PM). 5 days a week
• Excellent communication and customer service skills with the ability to explain technical solutions to non-technical staff
• Physical ability to lift/move hardware and navigate a lab layout (e.g., under-bench cabling)
• Ability to prioritize requests based on operational impact, especially in lab/production settings
• Strong troubleshooting skills across hardware, OS, peripherals, and user access issues
• Comfortable working in environments with noise, PPE requirements, and restricted access areas

Desirable

• At Freenome, we are seeking a Lab IT Helpdesk to help grow the Freenome IT team
• This person is responsible for providing primary support for our lab IT infrastructure and resolving systems issues
• You are passionate about technology and healthcare, and you will have a significant impact on the continued growth of an organization dedicated to changing the entire landscape of cancer
• The role reports to the Director of IT
• Provide primary support for lab IT infrastructure and systems issues/requests, ensuring incidents are prioritized and resolved within SLA guidelines
• Perform onsite troubleshooting of computer systems, networks, hardware, and software in a laboratory environment
• Install, configure, and manage lab-related software, licenses, and workstations (physical and virtual)
• Collaborate with Network and System Administrators to maintain and develop solutions in a regulated environment
• Record events, problems, and resolutions in our ticketing system (Freshservice)
• Create and manage user accounts, permissions, and access controls
• Maintain comprehensive documentation for configurations, troubleshooting steps, and routine procedures
• Assist with hardware and software upgrades in collaboration with cross-functional departments to ensure minimal disruption to lab operations
• Support shared lab workstations and environments where uptime is critical and sessions may need to remain active
• Assist with endpoint provisioning, imaging, and redeployment for lab and office devices
• Follow change control and validation-aware practices when working on systems in production lab spaces
• Participate in on-call or extended coverage rotations as required to support lab operations