Help Desk Support Representative-Laboratory Express

LABORATORY EXPRESS

Position: Help Desk Support Representative
Department: Information Technology & Customer Support
Employment Type: Full-Time
Work Arrangement: 100% Remote
Compensation: $28.00 - $32.00 per hour

POSITION SUMMARY:

Laboratory Express is seeking a dedicated Help Desk Support Representative to provide technical and operational support to our laboratory clients, healthcare providers, and internal staff. This remote position serves as the first point of contact for resolving technical issues, answering inquiries, and ensuring seamless laboratory operations support.

KEY RESPONSIBILITIES:

• Respond to incoming support requests via phone, email, and chat in a timely and professional manner
• Troubleshoot and resolve technical issues related to laboratory information systems, test ordering platforms, and result reporting systems
• Assist healthcare providers and laboratory clients with account access, password resets, and system navigation
• Document all support interactions accurately in the ticketing system with detailed notes and resolution steps
• Escalate complex technical issues to senior IT staff or appropriate departments when necessary
• Provide guidance on laboratory test ordering procedures, specimen collection requirements, and result interpretation access
• Maintain knowledge base articles and support documentation for common issues and procedures
• Track and follow up on open support tickets to ensure timely resolution
• Collaborate with laboratory staff to communicate system updates, maintenance schedules, and procedural changes
• Participate in ongoing training to stay current with laboratory systems, procedures, and healthcare compliance requirements

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent (Associate's degree preferred)
• 1-2 years of customer service or help desk support experience
• Strong computer skills and proficiency with Windows operating systems
• Excellent verbal and written communication skills
• Ability to explain technical concepts to non-technical users in a clear, patient manner
• Strong problem-solving skills and attention to detail
• Ability to multitask and manage multiple support requests simultaneously
• Reliable high-speed internet connection and quiet home workspace

PREFERRED QUALIFICATIONS:

• Experience in healthcare, laboratory, or medical office environment
• Familiarity with laboratory information systems (LIS) or electronic health records (EHR)
• Basic understanding of medical terminology
• Previous experience with ticketing systems (ServiceNow, Zendesk, Jira, etc.)
• CompTIA A+ or similar IT certification

TECHNICAL REQUIREMENTS:

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Experience with remote desktop support tools
• Ability to learn new software applications quickly
• Basic understanding of network connectivity and troubleshooting

WORK SCHEDULE:

• Monday - Friday, 8:00 AM - 5:00 PM (time zone flexible)
• Rotating weekend on-call coverage may be required
• Occasional evening hours for system maintenance support

BENEFITS & PERKS:

• Competitive hourly compensation
• 100% remote work flexibility
• Comprehensive health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Professional development and training opportunities
• Career advancement pathways within Laboratory Express
• Supportive team environment with collaborative culture