Role: Specialist, Technology Support II
Location: Columbia, SC
Duration: 6 months
 
The Team : The Team develops and supports web based applications in the area of Molecular Diagnostic Testing Catalog.
8-9 Member Web Development Team running an Agile/Sprint based Software Development Life Cycle. Fast paced Web Development using web and cloud technologies. Culture is customer focused and encourages quick customer response and efficient operations for the user base of the Molecular Diagnostic Testing Catalog Web Application

Duties:

• Actively research and resolve moderate to complex technical needs of customers by managing problems and making recommendations towards a solution. Ensure all documentation and procedures are current and accessible to all technicians. Research and propose solutions on procedures and controls for problem prevention.
• 30% Troubleshoot complex end-user problems. Restore technical service and equipment problems by analyzing, identifying and diagnosing cause and effect. Work with subject matter experts at second level support and management when necessary.
• 20% Identify and determine root cause analysis. Document and implement procedures and controls for problem prevention. Develop troubleshooting techniques for typical moderate to complex issues.
• 20% Act as a knowledge expert on specific applications and systems, assisting junior technicians and provide guidance to them on questions and escalated calls. Identify training gaps and needs for the area and work area trainers and/or quality assurance employees to implement improvements.
• 15% Identify articles for the Knowledge Base. Ensure the Knowledge Base is utilized and kept current. Maintain call tracking database to enhance quality of problem resolutions.
• 10% Act as a liaison with new business and incorporate their processes. Assist in site moves and changes.
• 5% Proactively monitor processes, systems, and departmental tools detecting process gaps, improvement opportunities working towards proactive problem prevention. Identify self-service options, call avoidance solutions.

Work Environment:

• Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center.

Day to Day:

• Learn and Provide Customer Technical Support for our DEX application. Serve as the initial point of contact for customer inquiries.
• Ensure Application Users have a positive experience. Proactively assist stakeholders in getting the desired outcome from the application.
• Troubleshoot issues and provide clear guidance and document solutions.
• Escalate complex problems.
• Identify recurring issues and work with clinical and product team to improve product functionality and user experience.
• Contribute to company knowledge base by creating and updating work instructions/documentation and FAQs

Required Skills and Abilities:

• Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.

Required Education:

• Required Education: Bachelor's degree in Computer Science, Information Technology or other job related degree. or an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience.

Required Work Experience: 2 years of technical help desk experience or other job related experience.
Nice To Have:
Desire and aptitude to learn new information which may encompass a variety of topics such as:

• Application development and user acceptance application testing
• Customer inquiries
• Molecular diagnostics
• Billing and coding

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 23.00/hr.