Tech Operations Support Specialist

Labcorp•Durham, NC

1d•Hybrid

About The Position

The Tech Operations Support Specialist helps keep Clinical Contact Center (CCC) employees productive by supporting IT ticket flow, monitoring system and call‑quality performance, and ensuring new hires are fully prepared on day one. This is an operational support role focused on issue monitoring, coordination, communication, and follow‑through—not deep technical troubleshooting. You’ll work closely with IT partners to escalate issues, track progress, and ensure employees have a seamless technology experience. You will also monitor internal severity and escalation Teams channels, engaging the appropriate IT partners and ensuring issues are triaged, tracked, and communicated promptly.

Requirements

1–2+ years in IT support, service desk, help desk, technical coordination, or operations support role.
Basic understanding of IT ticket systems (ServiceNow or similar) and support workflows.
Strong communication and follow‑through skills; able to track tasks and keep stakeholders informed.
Good organizational skills with strong attention to detail, especially related to assets and onboarding tasks.
Ability to manage multiple issues at once in a fast‑paced environment.
Familiarity with common workplace technologies (Windows, O365, Teams).

Nice To Haves

High School diploma (Associate’s degree preferred)
2–3+ years in IT operations, contact center support, or high‑volume technical environments.
Experience monitoring digital experience or call‑quality tools (Operata or similar).
Understanding of access provisioning, identity management, and enterprise IT operations.
Exposure to endpoint environments (Windows, O365/Entra ID, iOS/iPadOS).
Knowledge of ITIL concepts or formal ITIL Foundation certification.

Responsibilities

Ticket Governance & Service-Level Oversight Monitor and track all Clinical Contact Center IT tickets (ServiceNow/IT Central).
Ensure tickets are routed correctly and progressing on time.
Escalate blockers to resolver teams (desktop, network, access, telecom, applications, security) and track follow‑up.
Provide clear communication to leadership on high‑impact issues or delays.
Monitor internal severity and escalation Teams channels to identify active issues, engage the right teams, and ensure timely escalation.
System Performance & Experience Monitoring Monitor Operata and other dashboards for call‑quality, connectivity, or endpoint‑performance issues.
Flag productivity impacts and collaborate with IT partners on quick remediation.
Track recurring issues and help surface long‑term improvement needs.
Prepare and deliver weekly or monthly performance summaries for CCC leadership.
New‑Hire Technology Readiness Coordinate ordering, tracking, and delivery of PC/workstation kits for new hires.
Ensure required system access (AD, O365, apps, telephony, CRM, WFO/WFM) is set up before day one.
Work with HR, onboarding teams, and IT access groups to reduce delays.
Maintain accurate records, including refresh and replacement schedules.
Operational Coordination & Documentation Maintain accurate device inventories, ticket status updates, and performance dashboards.
Document system issues, escalation paths, and common troubleshooting workflows.
Partner with IT teams, telecom/AV support, network groups, and CCC training to resolve operational challenges.
Support audit/compliance activities related to asset tracking and system access.

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.
Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only.
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.

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