Specialist, Technology Support III

Duties

Actively research and resolve moderate to complex technical needs of customers by managing problems and making recommendations towards a solution. Ensure all documentation and procedures are current and accessible to all technicians. Research and propose solutions on procedures and controls for problem prevention.

• 30% Troubleshoot complex end-user problems. Restore technical service and equipment problems by analyzing, identifying and diagnosing cause and effect. Work with subject matter experts at second level support and management when necessary.
• 20% Identify and determine root cause analysis. Document and implement procedures and controls for problem prevention. Develop troubleshooting techniques for typical moderate to complex issues.
• 20% Act as a knowledge expert on specific applications and systems, assisting junior technicians and provide guidance to them on questions and escalated calls. Identify training gaps and needs for the area and work area trainers and/or quality assurance employees to implement improvements.
• 15% Identify articles for the Knowledge Base. Ensure the Knowledge Base is utilized and kept current. Maintain call tracking database to enhance quality of problem resolutions.
• 10% Act as a liaison with new business and incorporate their processes. Assist in site moves and changes.
• 5% Proactively monitor processes, systems, and departmental tools detecting process gaps, improvement opportunities working towards proactive problem prevention. Identify self-service options, call avoidance solutions. null

Skills

Required Skills and Abilities

Strong customer service skills. Good problem solving skills. Able to provide technical advice, guidance, and informal training to customers using hardware and software programs. Understands technical problems and solutions in relation to the business environment. Understands the industry’s business systems and processes.

Required Software and Other Tools

Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.

Work Environment

Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center. null

Schedule Notes

Palmetto

****NO SUBCONTRACTOR CANDIDATES

****Information Systems Job Category - Credit Check must be processed during pre-screens.

******Note - USA residency requirement on background screening for this req. Contingent Personnel who are foreign nationals have resided in the US for at least three (3) of the last (5) years prior to assignment to Company’s applicable government contract.

Required Education

Bachelor's degree in Computer Science, Information Technology or other job related degree (Management Information, Systems Engineering, Computer Engineering, Integrated Information Technology, Computer Information Systems, Applied Statistics / Statistics, Mathematics – Applied Math (Not Education Track), STEM - Biology, Chemistry, Biochemistry, Molecular Biology, Biomedical Sciences, Health Sciences, Physics

Required Work Experience

2 years of technical help desk experience or other job related experience.

Contract to Hire

SCA Req

Pay Must Be at least ***

Role is Onsite - GPC

Interviews

Remote and In Person

Hours

08:00 am to 5:00 pm EST - Some after hours work on Thursday and Sunday evenings is expected

***Looking to help end users of the DEX Web Application through customer support and application support activities. Not a Project Management or Business Analyst role.

Required

• MS Office
• Strong customer service and written communication skills
• Ability to troubleshoot web application issues and support users through email-based inquiries

Nice To Have

Software Development & Support

o Application development and user acceptance application testing

o Customer inquiries

o Web application support

o Manual application testing

Healthcare

o Molecular diagnostics testing

o Billing and coding knowledge

• Knowledge of Healthcare & Diagnostic Testing

Day To Day

• Learn and Provide Customer Technical Support for our DEX application.
• Serve as the initial point of contact for customer inquiries received through the support inbox.
• Ensure Application Users have a positive experience. Proactively assist stakeholders in getting the desired outcome from the application.
• Troubleshoot issues and provide clear guidance and document solutions.
• Escalate complex problems.
• Identify recurring issues and work with clinical and product team to improve product functionality and user experience.
• Contribute to company knowledge base by creating and updating work instructions/documentation and FAQs.
• Participate in manual testing and validation of application functionality when needed.

Soft Skills

• Strong customer service skills to comprehend & prioritize end user emails and respond based on company knowledgebase.
• Ability to search and research company knowledgebase of FAQs, Articles, the Application itself and other team members to ultimately provide answers to end users in a timely fashion.
• Good Manual testing skills (Web Applications).
• Strong writing and verbal skills allowing ability to communicate effectively with users.
• Desire and aptitude to learn new information which may encompass a variety of topics such as: o Application development and user acceptance application testing

o Customer inquiries

o Molecular diagnostics

o Billing and coding

o Healthcare workflows and diagnostic testing operations

Molecular Diagnostics Testing Catalog App Dev Team

8-9 Member Web Development Team running an Agile/Sprint based Software Development Life Cycle. Fast paced Web Development using web and cloud technologies. Culture is customer focused and encourages quick customer response and efficient operations for the user base of the Molecular Diagnostic Testing Catalog Web Application