Lead IT Service Desk Specialist, Laboratory

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

Overview

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity. We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base! We have highly competitive benefits with a variety HMO and PPO options. We have company 401k match along with an Employee Stock Purchase Program. We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have highly engaged employee resource groups. Come join the Neo team and be part of our amazing World Class Culture!

NeoGenomics is looking for a Lead Laboratory Service Desk Specialist who wants to learn to continue to learn in order to allow our company to grow. This is an onsite position in Durham, NC with a Monday – Friday, day shift and some on call hours.

Position Summary

As the Lead Technical Service Desk Specialist you are responsible for Service Desk support for all Company standard software and hardware with a focus on the laboratory operations team. This position provides effective diagnostic evaluation of end-user Customer needs and in all cases uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. Support and demonstration of the NeoGenomics Laboratories values and expectations for customer support and satisfaction are the fundamental to this team.

Responsibilities

• Provide quality service to customers in all assigned tasks, while upholding NeoGenomics values at all times
• Triage Level I, II and/or Level III trouble tickets as assigned by Department Lead.
• Supports all internal and external customers with product training, knowledge and expertise.
• Logs and tracks support calls in the designated Company system(s) prioritize and escalate jobs as required to ensure customer satisfaction.
• Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notifies department lead of increasing trends, unusual activity or repeated activity.
• Brief customers as well as department lead on the status of current resolution efforts and attend daily/weekly meetings as requested or required.
• Makes recommendations to department lead for product or system improvements including procedural steps, increased training, and enhanced documentation.

Education, Experience & Qualifications

• Bachelor’s degree in computer science or related field or equivalent experience
• Minimum of 3 years of Service Desk/customer support/IT experience preferably in a lead capacity
• Medical Laboratory or regulated industry experience strongly desired
• ITIL Certification preferred
• Diagnostic and analytical skills for software and general IS application knowledge
• Strong computer literacy skills with an emphasis on software knowledge, installations and use, Microsoft applications, Data Base applications, Internet and internet protocols
• Ability to multitask - Sense of urgency; maintain a positive attitude
• Excellent telephone presence with organized follow-up skills
• Ability to be proactive and able to take direction and establish ownership of projects.
• Ability to diagnose and repair hardware and software issues