Lab/Mic Associate Technical Support Specialist

POSITION SUMMARY: The Lab/Mic Associate Technical Support Specialist is responsible for transferring Customer Support technical calls for SoftLab/Mic/TQC and SoftWeb and routing all other calls to the appropriate SCC individual outside of the Technical Support Center. Locate alternate personnel as needed in order to accommodate client requests. Assist the Technical Support Center in an administrative capacity. This position is the initial contact for all Lab or Microbiology client tasks received verbally or electronically and is responsible for properly documenting the information into the Case Management System. This position is also responsible for performing simple troubleshooting steps and diagnostic information gathering using provided tools. Take your knowledge of the laboratory and your career to the next level at SCC Soft Computer. Work with our clients to troubleshoot our software utilized by hospitals and laboratories across the world. This position is full-time, Monday-Friday, with weekends off and room for advancement. DUTIES AND RESPONSIBILITIES: Primarily responsible for system critical or non-complex application issues related to areas designated under Lab or Mic. Receives logs and properly documents new tasks into the Case Management System. Performs simple troubleshooting of System problems, Hardware issues or non-complex application issues using provided tools. Immediately alerts appropriate SCC staff of client system critical conditions. Redirects tasks to other technical departments upon completing preliminary investigation. Escalates tasks to appropriate Lead Technical Support Specialist or Senior Technical Support Specialist per Departmental and Support guidelines. JOB SPECIFICATIONS: Education Required: An Associate's degree in a Healthcare/Clinical related field (Biology, Biomedical Sciences, Microbiology, etc.), Information Technology related, or a two-year accredited Medical Technician's program is required. A Bachelor's degree in a related field is preferred. Experience Required: Minimum 2 years working in a hospital or clinic involved in specimen processing or lab assistant for the areas of Chemistry, Hematology, or Microbiology preferred. Previous experience in a service related field, clinical laboratory, or related computer position desired. Skills Required: Proficient in the use of a PC Proficient in the use GUI applications such as Windows and MS Office Knowledge of general hospital laboratory operations Basic overview of clinical laboratory operations including hematology, chemistry, microbiology departments Training as a Laboratory or Information Technology professional preferred Ability to follow instructions Excellent listening skills Excellent communication skills (oral and written) Excellent interpersonal skills Ability to work effectively under stress Good keyboard/typing abilities Ability to multi-task Analytical and problem solving ability BENEFITS: SCC Soft Computer offers a comprehensive and competitive benefits package to meet the needs of our employees. Our benefits include medical, dental, life insurance, short term disability, flexible spending plans, 401(k), vacation, paid holidays, tuition reimbursement, a subsidized lunch program and much more. EOE of protected Veterans and Individuals with Disabilities.