LIS Support Analyst

Exl Neo; Louisville (KY); On-site; USD 70,000 - 90,000; Full time

Job summary

A technology solutions provider is seeking a skilled Technical Support Specialist in Louisville, KY. The role involves providing both remote and on-site technical support for lab ecosystems, guiding installations, and interacting with various stakeholders. Candidates must possess an undergraduate degree in Computer Science or a related field, with over 5 years of relevant support experience in desktop, VDI, and server environments. Strong problem-solving skills and adaptability to new technology are essential for this long-term contract position.

Qualifications

• 5+ years of experience providing on-site and remote technical support in a desktop, VDI, LAN/WAN, and Server environment.
• Experience providing IT related laboratory technical support is preferred.

Responsibilities

• Provide remote and on-site support for escalated ecosystem installation and support cases.
• Provide technical direction to resolve issues and successfully complete installations.
• Assist in development of best practice processes and training materials.

Skills

Network knowledge

Technical problem resolution

Communication skills

Adaptability to new technologies

Education

Undergraduate degree in Computer Science or related field

Job description

Job Location: Louisville, KY (Onsite from day 1)

Job Type: Long term contract

Job Responsibilities:-

POSITION SUMMARY

• Summarize the primary purpose & key accountabilities of the position, including scope of responsibility in 5-7 concise sentences. (i.e. Global vs. Country/Region) It may be helpful to complete this section after you have finished the other sections of the document.

Position Summary:

• This position partners across Infrastructure tower SME’s in support and troubleshooting of network, desktop, server support.
• This position will provide advanced technical support for Client Reference Lab’s ecosystem, installation, and problem resolution. The Client ecosystem consists of USB, Serial, Ethernet TCP/IP, internet connectivity, and associated infrastructure devices. The networking environment includes wired and wireless networking in small, medium, and large Laboratories / Office networks. The ecosystem extends to and includes basic support of Lab Information System’s (LIS) integration from the Client connectivity side.
• This position will deliver technical support both remotely and on-site at Laboratories and Office locations. This position will require close interaction with internal colleagues, external vendor support teams, and third-party representatives engaged by Client for their IT support. This position will typically take a leading role in guiding the installation or trouble analysis process, will give direction to the involved parties, and will be responsible for driving the task to conclusion.
• This position will provide guidance and consultation to internal colleagues regarding possible ecosystem configurations and necessary equipment for specific installation scenarios. This will involve potential collection and analysis of site survey information and interviews with internal colleagues, and third-party support vendors engaged by Client.

Responsibilities:

• Provide remote and on-site support for escalated ecosystem installation and support cases, including hands‑on installation and configuration of a wide variety of technology related equipment as needed when on‑site
• Provide technical direction to internal and external resources to resolve issues and to successfully complete ecosystem installations
• Assist in the development of best practice processes, procedures, and training materials for technical support and ecosystem installations
• Work with Lab Information System vendor’s technical support to resolve connectivity issues
• Work effectively with all stakeholders on technical and business processes surrounding ecosystem support and problem resolution
• Manage competing priorities, workloads, and activities to support various business initiatives and cross‑departmental tasks
• Manage vendor relationship(s) as appropriate, including billing/invoicing accuracy
• Review related purchase requisitions, invoices, and quotes as required.

EDUCATION & EXPERIENCE

• Undergraduate degree in Computer Science, Information Technology, or closely related field.
• 5+ years of experience providing on site and remote technical support in a desktop, VDI, LAN/WAN and Server environment.
• Experience providing IT related laboratory technical support is preferred.

TECHNICAL SKILLS REQUIREMENTS

Knowledge, Skills, Ability Requirements:-

• Solid working knowledge of network, server, desktop, and VDI environments
• Knowledge of LAN/WAN network topologies and their components
• Knowledge of network security
• Skilled in Technical problem isolation, problem resolution, and problem root cause analysis
• Ability to provide effective remote and onsite technical support to internal and external stakeholders with varying skill levels
• Ability to work with a variety of computer hardware, operating systems, peripheral devices, and network connectivity methods to achieve a functional environment
• Ability to write clear and concise documentation
• Ability to easily adapt to and learn new technologies
• Ability to maintain confidentiality of information received, processed, or prepared
• Possess good organizational skills
• Knowledge of regulatory and compliance standards as related to Reference Labs
• Ability to travel locally as needed to provide on-site support at Client locations as needed.

Best Regards!

Gurneet Singh

Account Manager (Client Relations & Delivery)

EXL NEO Technologies