Role Description

• 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

Qualifications

• 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

Requirements

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

Benefits

• 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 for employees regularly scheduled to work 20 or more hours per week
• Participation in the 401(k) Plan for employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees
• All benefits except PTO or FTO for employees regularly scheduled to work a 7 on/7 off schedule