Lead IT Service Desk Specialist, Laboratory

NeoGenomics Laboratories•Durham, NC

36d•Onsite

About The Position

As the Lead Technical Service Desk Specialist you are responsible for Service Desk support for all Company standard software and hardware with a focus on the laboratory operations team. This position provides effective diagnostic evaluation of end-user Customer needs and in all cases uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. Support and demonstration of the NeoGenomics Laboratories values and expectations for customer support and satisfaction are the fundamental to this team.

Requirements

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
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

Nice To Haves

Medical Laboratory or regulated industry experience strongly desired
ITIL Certification preferred

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 escalate 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.