Entry Level IT Customer Service Representative

Position Overview

Carolina Medical Lab is seeking a fully‐vaccinated IT Technician/Representative to join our team! In this role, you will ensure client satisfaction with technical support systems and services by monitoring and troubleshooting IT equipment and information systems both on-site and remotely for CML personnel and clients. This full‐time position (Monday through Friday, 8 a.m. to 5 p.m.) may require travel in a company car to client facilities for installation, removal, or troubleshooting of CML equipment. Carolina Medical Lab is a regional laboratory with over twelve years of experience, dedicated to delivering exceptional service in laboratory medicine across North and South Carolina.

Key Responsibilities

• Handling and documenting incoming phone calls from clients and staff regarding IT equipment and systems in a timely manner.
• Making and documenting outgoing calls to clients and staff as needed.
• Monitoring data systems daily to ensure proper functionality.
• Investigating notifications of downed systems or equipment, troubleshooting issues, and implementing corrective actions per standard operating procedures.
• Communicating with supervisors and managers regarding recurring system issues.
• Interacting professionally with clients and peers to resolve technical issues.
• Generating reports using data systems as requested by management.
• Creating user accounts as requested by clients or management staff.
• Performing additional data entry tasks and phone call assignments as needed.
• Coordinating with third-party vendors to secure extra technical support when required.
• Demonstrating willingness to develop additional skills and comprehending basic technical systems.

Required Qualifications

• Must be fully vaccinated.
• High School Degree is required.
• Excellent customer/client focus.
• Strong problem solving and analytical skills.
• Effective time management.
• Excellent communication proficiency.
• Demonstrated technical capacity in IT operations.
• Experience with data entry.
• Ability to lift 25 pounds unassisted.
• Familiarity with PC-based hardware and software systems.

Preferred Qualifications

• Computer Science or IT related Degree is preferred.
• Familiarity with troubleshooting Tier 1 and/or Tier 2 level technical support.
• Experience with web applications (Google Suite, billing software, Laboratory Information Systems, etc.).

Benefits & Perks

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance