Laboratory IT Service Desk Lead – Hands-on Support

NeoGenomics Laboratories; Durham (NC); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

401k match

Employee Stock Purchase Program

Tuition reimbursement

Paid time off

Wellness courses

Job summary

A leading laboratory services provider is seeking a Lead Technical Service Desk Specialist in Durham, NC. This role involves providing Service Desk support for laboratory operations, handling customer queries, and diagnosing technical issues. The ideal candidate should possess a Bachelor’s degree in computer science and a minimum of 3 years of service desk experience. Strong diagnostic skills, customer service orientation, and an ability to multitask are essential. The position offers opportunities for professional development in a dynamic environment.

Qualifications

• Minimum of 3 years of Service Desk/customer support/IT experience preferably in a lead capacity.
• Medical Laboratory or regulated industry experience strongly desired.
• Ability to diagnose and repair hardware and software issues.

Responsibilities

• Provide quality service to customers in all assigned tasks.
• Triage Level I, II and/or Level III trouble tickets.
• Support all internal and external customers with product training.
• Log and track support calls in the designated Company system(s).
• Identify trends in support calls and develop documentation.

Skills

Customer support experience

Diagnostic and analytical skills

Strong computer literacy skills

Ability to multitask

Excellent telephone presence

Education

Bachelor’s degree in computer science or related field

ITIL Certification

Job description

A leading laboratory services provider is seeking a Lead Technical Service Desk Specialist in Durham, NC. This role involves providing Service Desk support for laboratory operations, handling customer queries, and diagnosing technical issues. The ideal candidate should possess a Bachelor’s degree in computer science and a minimum of 3 years of service desk experience. Strong diagnostic skills, customer service orientation, and an ability to multitask are essential. The position offers opportunities for professional development in a dynamic environment.