IT Help Desk (Call Center Agent)

Laboratory Corporation of America Holdings (NYSE:LH), an S&P 500 company is a leading life sciences company, providing comprehensive clinical laboratory and end-to-end drug development services. With a mission to improve health and improve lives, LabCorp delivers world-class diagnostics solutions, brings innovative medicines to patients faster and uses technology to provide better care.

Job Duties/Responsibilities

• Responsible for both inbound and outbound helpdesk phone calls from customers

• Provide support to both LabCorp’s eProducts and Enterprise software applications

• Install, test, configure, troubleshoot and repair hardware/software for desktop support

• Setup, process and schedule eProduct requests received by LabCorp sales team

• Create and maintain customer’s online access including password resets, username maintenance, software training and software installation

• Manage Help Desk tickets and emails in a timely manner

• Evaluate the nature of customer issues to determine the proper resolution

• Escalate issues to Field Technicians or Level 2 support as needed

• Document all calls in the ticketing system in an accurate and timely manner  

• Respond to all customer inquiries within in a timely manner

• Follow-up with customers to ensure issues are resolved

• Perform preventative maintenance and application updates as necessary

• Monitor and ensure delivery of laboratory results to the client base

• Work closely with teammates and direct supervisor to ensure completion of all job duties

• Perform administrative/clerical duties and technical tasks as needed

Requirements:

• Associates degree within Information Technology or Computer Science is preferred

• IT Certifications are plus; A+ or Net+

• Must have previous experience working in a help desk environment

• Must have experience troubleshooting hardware, software and networking issues

• Experience with ticketing software and remote tool a plus

• Experience in the healthcare industry is a plus

• Detail oriented in order to keep detailed notes on tickets

• Highly organized to keep Help desk tickets and emails in order

• Strong communication skills; both written and verbal

• Ability to work independently or in a team environment

• Flexibility to work overtime as needed

Application Window closes 5/23/2025

Pay Range: $35,000 – $70,000 annual salary

All job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. 

Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.  Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only.  For more detailed information, please click here.