Job Description

If solving technology problems and interacting with people are your passions, and you are looking to create a fast-growing and stable career in the tech industry, ProPhase Dx may offer the right opportunity for you. ProPhase Dx, operates a fast-growing, CLIA approved, NYS licensed laboratory in Garden City, NY.

As a public company operating a startup division, ProPhase Dx provides many growth benefits, stability and a successful track record.

We are currently seeking an IT Help Desk who can join us on this journey, using their technological and people skills to make us more efficient and our customers more satisfied. 

From day one, you will be the first level contact for the customer, helping them solve problems and ensure complete customer satisfaction through problem resolution. 

The right candidate must have a people friendly personality, and must care about people and technology equally. Clinical laboratory experience preferred. 

RESPONSIBILITIES

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services

SKILLS

• Proven working experience in providing help desk support
• Proficiency in English
• Working knowledge of help desk software, databases and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• BS degree in Information Technology, Computer Science or equivalent
• LIS System Knowledge a plus
• CLINICAL LABORATORY EXPERIENCE PREFERRED

ProPhase DX is an Equal Employment Opportunity (EEO) Employer and does not discriminate on the basis upon race, religion, color, sex, national origin, age, disability, or any other status or condition protected by applicable law. We ensure equal access and equal opportunity in all employment and contracting transactions.

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