Service Delivery Specialist, Lead

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity. We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base!

Benefits

• Highly competitive benefits with a variety of HMO and PPO options
• Company 401k match
• Employee Stock Purchase Program
• Tuition reimbursement
• Leadership development
• 16 days of paid time off plus holidays
• Wellness courses
• Highly engaged employee resource groups

About the Role

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 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 fundamental to this team.

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

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
• Medical Laboratory or regulated industry experience strongly desired
• ITIL Certification preferred

Skills

• 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, Database applications, Internet, and internet protocols
• Ability to multitask with a 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

Schedule

This is an onsite position in Durham, NC with a Monday – Friday, day shift and some on-call hours.