[Hiring] IT Helpdesk (Call Center Agent) @Labcorp
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
- Medical, Dental, Vision, Life, STD/LTD
- 401(k)
- Paid Time Off (PTO) or Flexible Time Off (FTO)
- Tuition Reimbursement
- Employee Stock Purchase Plan