IT Help Desk (Call Center Agent)

Labcorp-posted 8 months ago
$35,000 - $70,000/Yr
Ambulatory Health Care Services
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Laboratory Corporation of America Holdings (NYSE:LH), an S&P 500 company is a leading life sciences company, providing comprehensive clinical laboratory and end-to-end drug development services. With a mission to improve health and improve lives, LabCorp delivers world-class diagnostics solutions, brings innovative medicines to patients faster and uses technology to provide better care.

  • Responsible for both inbound and outbound helpdesk phone calls from customers
  • Provide support to both LabCorp's eProducts and Enterprise software applications
  • Install, test, configure, troubleshoot and repair hardware/software for desktop support
  • Setup, process and schedule eProduct requests received by LabCorp sales team
  • Create and maintain customer's online access including password resets, username maintenance, software training and software installation
  • Manage Help Desk tickets and emails in a timely manner
  • Evaluate the nature of customer issues to determine the proper resolution
  • Escalate issues to Field Technicians or Level 2 support as needed
  • Document all calls in the ticketing system in an accurate and timely manner
  • Respond to all customer inquiries within in a timely manner
  • Follow-up with customers to ensure issues are resolved
  • Perform preventative maintenance and application updates as necessary
  • Monitor and ensure delivery of laboratory results to the client base
  • Work closely with teammates and direct supervisor to ensure completion of all job duties
  • Perform administrative/clerical duties and technical tasks as needed
  • Associates degree within Information Technology or Computer Science is preferred
  • IT Certifications are plus; A+ or Net+
  • Must have previous experience working in a help desk environment
  • Must have experience troubleshooting hardware, software and networking issues
  • Experience with ticketing software and remote tool a plus
  • Experience in the healthcare industry is a plus
  • Detail oriented in order to keep detailed notes on tickets
  • Highly organized to keep Help desk tickets and emails in order
  • Strong communication skills; both written and verbal
  • Ability to work independently or in a team environment
  • Flexibility to work overtime as needed
  • Medical
  • Dental
  • Vision
  • Life
  • STD/LTD
  • 401(k)
  • Paid Time Off (PTO) or Flexible Time Off (FTO)
  • Tuition Reimbursement
  • Employee Stock Purchase Plan
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