IT Helpdesk (Call Center Agent)

Labcorp • Time, IL

2d • $50,000 - $55,000

About The Position

Laboratory Corporation of America Holdings (NYSE: LH), an S&P 500 company, is a leading life sciences organization providing comprehensive clinical laboratory services and end-to-end drug development solutions. With a mission to improve health and improve lives, LabCorp delivers world-class diagnostic solutions, accelerates the delivery of innovative medicines to patients, and leverages technology to enhance patient care. With annual revenue exceeding $10 billion, LabCorp’s 50,000 employees serve clients across 60 countries.

Requirements

• Associate degree in Information Technology or equivalent hands-on IT experience (candidates with relevant IT experience in lieu of a degree will be considered)
• Minimum of 2+ years of IT-related experience
• Prior experience in a call center environment is required
• Experience troubleshooting hardware, software, and basic networking issues
• Previous customer service experience
• Experience using ticketing systems (ServiceNow preferred) with a focus on accurate call logging and documentation
• Proficiency with Microsoft Office applications
• Strong written and verbal communication skills
• Ability to work independently as well as in a team environment
• Flexibility to work overtime as needed

Nice To Haves

• Experience in the healthcare industry
• IT certifications such as A+ or Network+

Responsibilities

• Handle both inbound and outbound helpdesk calls from customers
• Install, test, configure, troubleshoot, and repair desktop hardware and software
• Evaluate customer issues and determine appropriate resolutions
• Escalate calls to Field Technicians or Level 2 support as needed
• Accurately document all interactions in the ticketing system in a timely manner
• Provide support for LabCorp’s eProducts and enterprise software applications
• Process, set up, and schedule eProduct requests received from the LabCorp sales team
• Create and maintain customer online access, including password resets, username maintenance, software installation, and user training
• Respond to customer inquiries promptly and professionally
• Ensure proper follow-up and resolution of all outstanding client issues
• Perform preventative maintenance and application updates as required
• Monitor and ensure timely delivery of laboratory results to clients
• Collaborate with team members and supervisors to complete all assigned responsibilities
• Perform administrative, clerical, and technical tasks as needed

Benefits

• Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.
• Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan.
• Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees