Lead Lab IT Service Desk Specialist

NeoGenomics; Durham (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401k match

Stock purchase plan

Tuition reimbursement

Paid time off

Wellness courses

Job summary

NeoGenomics seeks a Lead Laboratory Service Desk Specialist to drive high-quality support for our laboratory operations. This onsite role in Durham, NC focuses on diagnosing and resolving issues, training staff, and ensuring customer satisfaction within a fast-paced environment.

You will triage incidents, document trends, and collaborate with department leads, while upholding NeoGenomics’ values and delivering proactive, reliable service.

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

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 elevate 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.

Skills

Diagnostic skills

Analytical thinking

Multitasking

Telephone skills

Proactive

Communication

Education

Bachelor’s degree

ITIL certification

Tools

Microsoft Office

Database apps

Job description

NeoGenomics seeks a Lead Laboratory Service Desk Specialist to drive high-quality support for our laboratory operations. This onsite role in Durham, NC focuses on diagnosing and resolving issues, training staff, and ensuring customer satisfaction within a fast-paced environment.

You will triage incidents, document trends, and collaborate with department leads, while upholding NeoGenomics’ values and delivering proactive, reliable service.