What are the responsibilities and job description for the Technical Support Analyst position at NeoGenomics Laboratories?
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 Technical Support Analyst who wants to learn to continue to learn in order to allow our company to grow. This is an onsite position in Fort Myers, FL with a Monday – Friday day shift with twice monthly evening on call. 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 Technical Support Analyst you will be responsible for Service Desk support for all Company standard software and hardware. You will provide effective diagnostic evaluation of end-user Customer needs and in all cases 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 the 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 and/or Director of IT Infrastructure
- Supports all internal and external customers with product training, knowledge and expertise.
- Provides solutions in a timely fashion for issues that may arise with all products.
- 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.
- Accesses software updates, drivers, knowledge bases, and FAQ’s resources on the Intranet to assist with end users issues.
- Assists other teams to initiate, design and manage effective support solutions as directed by our business needs.
- Bachelor’s degree in Computer Science or related field is preferred.
- At least a year of Service Desk/customer support experience. Medical Laboratory experience desired.
- 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, Data Base applications, Internet and internet protocols
- Ability to multitask - 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.
- Demonstrated networking skills, able to foster strong relationships internally and externally.
- Excellent verbal and written communication skills
- Strong customer focus; service oriented attitude
- Strong organizational skills, attention to detail, and follow up skills
- Ability to work independently and as a team player
- Must be able to work in a fast paced, multi-tasking environment and maintain production and quality standards
- Ability to handle stressful situations and demonstrate a potential for strong problem solving skills