Lead Technical Support Specialist Operational Technology

Description

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! We have highly competitive benefits with a variety HMO and PPO options. We have company 401k match along with an Employee Stock Purchase Program. We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have highly engaged employee resource groups. Come join the Neo team and be part of our amazing World Class Culture!

NeoGenomics is looking for a Lead, Technical Support Specialist wants to continue to learn in order to allow our company to grow. This is a hybrid position requiring two days in office and the others remote with a Monday – Friday day shift.

Now That You Know What We're Looking For In Talent, Let Us Tell You Why You'd Want To Work At NeoGenomics

As an employer, we promise to provide you with a purpose driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory.

Position Summary

As a Lead Technical Support Specialist you will facilitate the efficient processing of information for laboratory operations and partners with the Service Desk and modalities to provide level 2 support for all applications used in wet lab and dry lab operations. You will conduct effective diagnostic evaluations of end-user needs, exercises good judgment, and delivers timely responses, resolutions, and issue closures to ensure customer satisfaction.

Responsibilities

• Support all laboratory off-the-shelf software (wet lab and dry lab), including equipment, analysis, results, and LIS software
• Provide resolution or closure of all Service Desk issues
• Define and ensure adherence to support service level agreements
• Maintain familiarity with ServiceNow or similar ticket management systems
• Log, track, prioritize, and escalate support calls in the designated company system(s) to ensure customer satisfaction
• Track and trend service, software, and infrastructure performance metrics to recommend product enhancements that improve customer experience
• Brief customers and department supervisors on resolution status, attend daily/weekly meetings as required
• Create "How to" documents, job aids, and training for all supported software
• Support internal and external customers with product training, knowledge, and expertise Recommend product or system improvements to department supervisors, including procedural steps, increased training, and enhanced documentation, and work with customers to design and manage effective support solutions
  
  

Experience, Education And Qualifications

• Bachelor’s degree in Computer Science or related field is required, Master’s degree in a relevant field preferred
• 8 or more years required of experience in application support, with a strong emphasis on laboratory software, system installations, qualifications, and change management in regulated industries such as CAP/CLIA, GxP, Finance, and DoD3 or more years of experience with a Master’s degree in a relevant field
• Expertise in databases, data and equipment integration platforms, network architecture (LAN, WAN, cloud), remote access applications, and physical and logical security
• Demonstrate diagnostic and analytical skills for laboratory software application support
• Exhibit strong computer literacy skills with an emphasis on lab software, installations, qualifications, change management in a regulated industry (Finance, DoD, CAP/CLIA, GxP), databases, data and equipment integration platforms, LAN, WAN, and cloud architecture, remote access applications, physical and logical security
• Multitask effectively with a sense of urgency, maintain a positive attitude, handle stressful situations
• Apply organizational skills including communication, task management, follow-up, and escalation
• Take initiative, be self-directed, and assume full ownership of delegated activities
  
  

All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.