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IT Technical Specialist

Company: Labcorp
Location: Durham
Posted on: September 11, 2021

Job Description:

Labcorp is recruiting an IT Technical Specialist for a dynamic team in RTP, NC. 

The Technical Support Rep Tier 2 acts as a liaison between customers and development teams assisting with all aspects of supporting software applications used by Labcorp physicians, Labcorp patients, and internal employees. The representative collaborates and resolves customer issues escalated to the Tier 2 team's queue. This positions primary responsibility is working incidents from a ticketing system; however, there is also need to communicate directly with customers by Phone or Email. This individual must be timely, dependable, technical, and a team player. She/He provides second-level technical support (which include troubleshooting, researching, resolving (or escalating) and following-up) to the company for software, hardware, and application configuration issues reported by our customers and field management as well as custom software solutions implemented for internal or external customer use.  This includes championing the approach of First Call Resolution. 

Responsibilities:

  • Provides computer support for complex software applications.
  • Serves as technical and information liaison between IT, operations, vendors, and end users for the support and integration of varied systems.
  • Ability to work independently and in a team environment.
  • Monitor and proactively manage a queue of incidents / service requests escalated by Tier 1 Service Desks.
  • Ability to multitask and maintain composure in critical situations with both internal and external customers.
  • Experience supporting remote customers with varying levels of technical expertise.
  • Demonstrates a thorough understanding of the technical skills inherent to healthcare industry and suggests changes where necessary.
 
Required Skills: 
  • Strong analytical and research abilities.
  • Excellent communication skills (written and verbal).
  • Effective use of time management.
  • Ability to resolve a wide range of issues with the versatility to learn on the job.
  • Prior experience supporting applications with knowledge of the software life cycle, experience identifying bugs, and determining opportunities to enhance the overall customer experience.
  • Extremely skilled at seeing and managing details, previous experience using incident management tool.
  • Exemplary organizational skills.
  • Database experience- general knowledge of SQL queries.
  • Ability to think outside the box and motivate others. 
  • Flexibility in work routines.ustomers on proper usage of the software, application configurations, software, hardware and devices.
License/Certification/Education: Normally a Bachelor's Degree in Computer Science w/3-5 years of experience

Keywords: Labcorp, Durham , IT Technical Specialist, Other , Durham, North Carolina

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