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 Service Desk Specialist, Lab Lead for our Fort Myers location who wants to continue to learn in order to allow our company to grow.

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:

The Service Desk Specialist Lab Lead facilitates the efficient processing of information for various areas within the organization, as well as support the end users at our sites. This position provides 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, with a strong focus on Lab Equipment. Support and demonstration of the NeoGenomics Laboratories values and expectations for customer support and satisfaction are the fundamental to this team.

Responsibilities:

• Provide tier 2 support to the Service Desk and our offices.
• Support All Custom Reference Software
• Support Service Desk on all software including but not limited to LIMS and Financial system tickets.
• Support the Infrastructure team with server, network and desktop hardware, software and applications.
• 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.
• Brief customers as well as department lead(s)/supervisor(s) on the status of current resolution efforts and attend daily/weekly meetings as requested or required.
• Makes recommendations to department lead(s)/supervisor(s) for product or system improvements including procedural steps, increased training, and enhanced documentation.
• Responsible for maintaining operational best practice for system/application upgrades and rollouts to include researching, project planning, validating, implementing, and documenting system changes.
• Effectively communicate the ideas, expectations, and goals while working with and through others to achieve desired result.
• Works with lab vendors, onboarding new instrumentation and ensuring they’re logged into our CMDB
• Helps assist lab vendors and the lab staff with any issues regarding lab instrumentation
• Working in tandem with the lab vendor, recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation

Experience & Required Qualifications:

• Bachelor's Degree preferred
• 3+ years experience in a technical support environment. 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
• Must be able to work in a biohazard environment and comply with safety policies and standards outlined in the Safety Manual