NeoGenomics Laboratories · 6 days ago
Lead IT Service Desk Specialist, Laboratory
Durham, NC
Full-time
Onsite
Mid, Senior Level
3+ years expNeoGenomics Laboratories is seeking a Lead IT Service Desk Specialist to support laboratory operations. This role involves providing diagnostic evaluation and support for software and hardware, while ensuring customer satisfaction and upholding company values.
BiotechnologyGeneticsHealth CareHealth DiagnosticsMedicalPharmaceutical
Responsibilities
Provide quality service to customers in all assigned tasks, while upholding NeoGenomics values at all times
Triage Level I, II and/or Level III trouble tickets as assigned by Department Lead
Supports all internal and external customers with product training, knowledge and expertise
Logs and tracks support calls in the designated Company system(s) prioritize and escalate jobs as required to ensure customer satisfaction
Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notifies department lead of increasing trends, unusual activity or repeated activity
Brief customers as well as department lead on the status of current resolution efforts and attend daily/weekly meetings as requested or required
Makes recommendations to department lead for product or system improvements including procedural steps, increased training, and enhanced documentation
Qualification
Required
Bachelor's degree in computer science or related field or equivalent experience
Minimum of 3 years of Service Desk/customer support/IT experience preferably in a lead capacity
Medical Laboratory or regulated industry experience strongly 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
Ability to diagnose and repair hardware and software issues
Preferred
ITIL Certification preferred
Benefits
Highly competitive benefits with a variety HMO and PPO options
Company 401k match
Employee Stock Purchase Program
Tuition reimbursement
Leadership development
16 days of paid time off plus holidays
Wellness courses
Highly engaged employee resource groups
Company
NeoGenomics Laboratories
NeoGenomics, Inc. is a premier cancer diagnostics company specializing in cancer genetics testing and oncology data solutions.
1001-5000 employees
H1B Sponsorship
NeoGenomics Laboratories has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (10)
2023 (2)
2022 (4)
2021 (3)
2020 (7)
Funding
Current Stage
Public CompanyTotal Funding
$925.9M2021-05-05Post Ipo Equity· $200M
2020-04-30Post Ipo Equity· $125.4M
2020-04-30Post Ipo Debt· $175M
Leadership Team
Ravi Ada
Chief Technology Officer, Informatics Division
George A. Cardoza
Chief Financial Officer
Recent News
2026-01-14
2026-01-13
2026-01-13
Company data provided by crunchbase