Laboratory IT Support Specialist
2 weeks ago
The Laboratory IT Support Specialist (L1.5 Support) is a critical role within our organization, providing exceptional technical support and guidance to both internal and external clients regarding our diagnostic systems.
Key Responsibilities:
- Deliver expert technical assistance and leadership through training, troubleshooting, and project management for diagnostic test systems.
- Conduct thorough root cause analysis and develop actionable plans to resolve issues, ensuring minimal disruption and high customer satisfaction.
- Serve as a Subject Matter Expert, offering technical guidance to System Engineers, Applications Specialists, and the IT and Data Solutions team.
- Respond to inquiries from customers and document interactions in the ERP system, collaborating with various teams as necessary.
- Lead the pre-implementation phase to confirm system requirements are met prior to product launch.
- Create and maintain essential documentation, including training materials and procedures, to support product lines.
- Act as the primary liaison between various departments for assigned products, ensuring effective communication and escalation of information.
- Obtain CRM certification and maintain accurate documentation for all cases.
- Support additional bioMerieux products as required, adhering to company quality standards.
Qualifications:
Candidates should possess a Bachelor's degree in Computer Science, Medical Technology, or a related technical field, along with a minimum of 4 years of IT experience in supporting medical devices or healthcare software solutions. Alternatively, a high school diploma/GED with 4 years of clinical laboratory experience and 6 years of IT or LIS validation testing experience is acceptable.
Preferred qualifications include CompTIA Security + certification or the ability to obtain it within 24 months of hire, along with experience in root cause analysis and project management. A background in supporting product or software launches is also advantageous.
All work must be performed in compliance with company quality procedures and standards.
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