Senior Help Desk Specialist, Freenome
$89-135k
+ Bonus & Equity
Biological analysis platform for cancer
Job no longer available
Biological analysis platform for cancer
501-1000 employees
Job no longer available
$89-135k
+ Bonus & Equity
501-1000 employees
Company mission
To create tools that empower everyone to prevent, detect, and treat their disease.
Role
Who you are
- 5+ years of experience as Help Desk Specialist or related IT Customer Support role
- Strong Experience with Mac and Windows platforms
- Strong Experience with Administration of Google Workspace
- Strong experience Managing MDM tools (e.g. Kandji, Jamf etc) or UEM Tools (NinjaOne, Hexnode etc.) at a medium to large organization
- Strong understanding of computer systems, mobile devices, video conferencing systems, and other tech products
- Strong Experience with managing and improving ticketing systems (Freshservice strongly preferred)
- Strong remote troubleshooting skills
- Experience with Executive Support
- Experience being Tier 2-3 support for a medium to large company
- Experience onboarding and offboarding users in an enterprise environment
- Excellent communication and customer service skills
- Experience in automating IT processes
- Experience testing and deploying new systems/products and standardizing them
What the job involves
- 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
- 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
Our take
Freenome is a biotechnology company offering a biological analysis platform that uses molecular biology and machine learning to detect cancer with a routine blood draw. The platform trains on thousands of cancer-positive blood samples to recognise disease-associated patterns and help detect early-stage cancer, allowing clinicians to optimise treatments.
The company specialises in advanced computational biology, using machine learning to detect patterns among billions of circulating cell-free biomarkers. Freenome continues to focus on the development of its colorectal cancer test, potentially helping the 45 million people not currently up-to-date on colorectal cancer screening guidelines in the United States.
Following its 2022 funding round, the company surpassed the $1 billion funding mark. Freenome is set to accelerate the development of its platform, testing for additional cancers and furthering its blood test detection technology. It's also forming partnerships for R&D purposes, joining forces with health firms such as Geisinger to provide real-world data that could help it detect multiple cancers.
Steph
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Nov 2025
$75m
LATE VC
Feb 2024
$254m
LATE VC
Total funding: $1.1bn
Company HQ
The East Side, South San Francisco, CA
Leadership
Riley Ennis
(Co-Founder)Studied at Yale, Johns Hopkins and Dartmouth. Was a Thiel Fellow and co-founded Immudicon and Oncolinx.
Salary benchmarks
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