What are the responsibilities and job description for the Help Desk Support Specialist I position at Vista Clinical Laboratory?
Company Description
Vista Clinical Laboratory, independently owned and CAP & CLIA accredited, has been a leading provider of high-complexity clinical diagnostics since 2004. Headquartered in Clermont, FL, with a second laboratory in Danville, Virginia, we offer a comprehensive range of tests, including Clinical, Microbiology, Pathology, and Molecular PCR testing. Our extensive network supports thousands of providers and patients across the Southeastern United States, including partnerships with Skilled Nursing Facilities and Assisted Living Facilities. We prioritize patient experience, offering spa-like Patient Service Centers and remarkable customer service, along with impressive turnaround times and online result access.
Position Overview
The Help Desk Support Specialist 1 - onsite is the first point of contact for all internal IT support requests. This role is on-site and responsible for providing timely and effective technical assistance on computer systems, hardware, and software. A key function of this position will be managing user accounts and access within our Laboratory Information System (LIS), ensuring our team has the secure access they need to perform their duties. The ideal candidate is an excellent communicator with strong technical and problem-solving skills.
Key Responsibilities
- Technical Support:
- Serve as the primary point of contact for employees and customers seeking technical assistance our help desk ticketing system.
- Perform remote troubleshooting through diagnostic techniques and targeted questions to determine the nature of the problem.
- Diagnose and resolve basic technical hardware and software issues related to laptops, desktops, printers, peripherals, and network connectivity.
- Assist users with standard software applications, including Microsoft Office 365, email clients, and web browsers.
- Walk users through problem-solving processes and provide clear, concise instructions.
LIS User Management:
- Create, modify, disable, and manage user accounts within the Laboratory Information System (LIS) in accordance with company policies.
- Assign and manage user roles, permissions, and access levels to ensure data security and integrity.
- Troubleshoot and resolve LIS-related login and access issues for users.
- Maintain accurate and up-to-date documentation of all LIS user account activities.
- System & Administrative Duties:
- Log, track, and document all help desk requests and their resolutions in the IT ticketing system.
- Install, configure, and deploy computer hardware and software for new and existing employees.
- Escalate unresolved or complex issues to Level 2/3 support or the appropriate IT personnel.
- Contribute to the IT knowledge base by creating and updating support documentation for common issues.
- Assist with maintaining inventory of all hardware and software assets.
Qualifications and Skills
Required:
- High school diploma or equivalent.
- 0-1 year of proven experience in a help desk, IT support, or a similar customer-facing technical role.
- Solid, hands-on understanding of computer hardware, operating systems (Windows is a must), and network fundamentals.
- Proficiency in Microsoft 365 and common business software.
- Exceptional customer service and interpersonal communication skills.
- Strong critical thinking and problem-solving abilities with high attention to detail.
- Ability to work independently and manage time effectively to meet service level agreements (SLAs).
Preferred:
- Industry certifications such as but not limited to CompTIA A , CompTIA Network , or Microsoft Certified Professional (MCP).
- Prior experience with a Laboratory Information System (LIS) or working within a clinical, laboratory, or healthcare environment is highly desirable.
- Familiarity with help desk ticketing software (e.g., Jira Service Management, Zendesk, Zoho).
- Basic understanding of Active Directory for user account management.
What We Offer
- A competitive salary and benefits package.
- Health, Dental, and Vision Insurance
- 401(k)
- Paid Time Off (PTO) and holidays]
- Opportunities for professional development and career growth.
- A positive and collaborative team environment.
How to Apply:
Please submit your resume and a brief cover letter outlining your relevant experience to careers@vista-clinical.com
Vista Clinical is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.