IT Helpdesk (Call Center Agent)

Labcorp•Durham, NC

1d•Hybrid

About The Position

Labcorp is seeking a remote IT Helpdesk (Call Center Agent) to join our team! This is a full-time, exempt (salaried) position with standard business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. in your local time zone. Business needs may occasionally require flexibility in work hours, including earlier, later, or additional hours, with reasonable notice provided when possible. Applicants who live within 35 miles of either the Burlington, NC or Durham, NC location will follow a hybrid schedule. This schedule includes a minimum of three in-office days per week at an assigned location, either Burlington or Durham, supporting both collaboration and flexibility. The role involves providing comprehensive helpdesk support through inbound and outbound customer calls, delivering desktop, hardware, software, and application support. Responsibilities include troubleshooting and resolving issues, managing tickets, escalating when necessary, supporting LabCorp eProducts and enterprise applications, maintaining customer access, ensuring timely response and follow-up, monitoring laboratory result delivery, and performing preventative maintenance. The agent will work collaboratively with team members and supervisors while completing administrative and technical tasks as required.

Requirements

Associates degree
2 or more years of IT experience
2 or more years of experience in an IT Call Center or IT helpdesk environment
Strong communication skills: both written and verbal
Ability to work independently or in a team environment
Flexibility to work overtime as needed

Nice To Haves

Associate’s degree in Information Technology
Call center experience
1 or more years of experience troubleshooting hardware, software and networking issues
1 or more years of experience in the healthcare industry
A+ or Net+ certification
1 or more years of experience with ticketing software

Responsibilities

Provides comprehensive helpdesk support through inbound and outbound customer calls, delivering desktop, hardware, software, and application support.
Troubleshooting and resolving issues.
Managing tickets.
Escalating when necessary.
Supporting LabCorp eProducts and enterprise applications.
Maintaining customer access.
Ensuring timely response and follow-up.
Monitoring laboratory result delivery.
Performing preventative maintenance.
Works collaboratively with team members and supervisors while completing administrative and technical tasks as required.
Responsible for both inbound and outbound helpdesk phone calls from customers.
Install, test, configure, troubleshoot and repair hardware/software for desktop support.
Evaluate the nature of customer issues to determine the proper resolution.
Escalate calls to Field Technicians or Level 2 support as needed.
Document all calls in the ticketing system in an accurate and timely manner.
Provide support for both LabCorp’s eProducts and Enterprise software applications.
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.
Respond to all customer inquiries within a timely manner.
Ensure follow-up and completion of all outstanding client issues.
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 supervisors to ensure completion of all job duties.
Perform administrative/clerical duties and technical tasks as needed.