Help Desk Agent

Our mission is to build a healthier and more connected world with precision health and genealogy services. We empower individuals with actionable insights into their genetic makeup, fostering a deeper understanding of their ancestry, health, and wellness. By integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA genealogy, and myDNA reporting services, we strive to deliver cutting‑edge genetic testing and personalized solutions that inspire informed decisions and enhance quality of life. Our team is dedicated to advancing the field of genomics through innovation, research, and a commitment to excellence. Our Values All employees are expected to demonstrate our values of Innovate , One Team , and Integrity when carrying out the accountabilities and responsibilities of their role. This is how we show up every day for ourselves, our colleagues and our customers and strategic partners to deliver our vision and strategic goals. Position Overview We are looking for an enthusiastic IT Helpdesk Intern to support our internal users at a growing genomics company. In this role you will be a first point of contact for technical support, helping triage and resolve everyday software and hardware issues under the guidance of the IT Systems Manager. A passion for technology and a strong customer‑service mindset will set you up for success. You will gain hands‑on experience in a professional IT environment. Accountabilities and Responsibilities User Support & Ticket Management Acts as a first point of contact for internal support requests via tickets, email, chat, or phone. Triages and prioritizes incoming tickets, resolves entry‑level issues, and escalates complex ones to senior IT staff. Technical & Infrastructure Support Assists with the setup, configuration, and maintenance of desktops, laptops, and peripherals. Installs, updates, and troubleshoots software and basic hardware. Helps resolve basic network connectivity, printer, and peripheral issues. Account Administration & Documentation Assists with user account setup and access requests under supervision. Documents fixes and keeps the knowledge base current. Keeps information confidential and strictly follows company security basics. Position Requirements Skills and Knowledge Basic knowledge of computer hardware, software, and networking principles. Familiarity with operating systems (Windows and/or macOS). Familiarity with Active Directory and user account management. Familiarity with cloud productivity suites (Microsoft 365 or Google Workspace). Basic scripting skills (PowerShell or shell). Core soft skills: Strong problem‑solving, analytical, communication, and teamwork skills, paired with a customer‑service mindset and sharp attention to detail. Experience Experience with helpdesk ticketing software (Jira, Zendesk, Zoho, or similar). Education Currently pursuing or recently completed a degree or coursework in Information Technology, Computer Science, or a related field. CompTIA A+ certification or similar. Schedule This Helpdesk Intern position is a part‑time role requiring a commitment of up to 20 hours per week for a fixed duration of 3 months. While the schedule offers flexibility to accommodate academic commitments, the role requires the flexibility to be onsite as needed and present in the office at least 3 days per week to provide valuable, hands‑on technical support experience. Why Join Us At Gene by Gene, you’ll join a mission‑driven team advancing the science of genetics and discovery. You’ll have the opportunity to shape meaningful campaigns, tell compelling brand stories, and collaborate with talented professionals who share your passion for creativity, curiosity, and impact. #J-18808-Ljbffr