Laboratory IT Software Specialist I

Description

Provide Data & IT technical support, training, troubleshooting, and project management to internal and external customers for the diagnostic test systems marketed by bioMrieux. Items under the IT & Data solutions umbrella include but are not limited to: LIS interfaces, networking, Torch/SPOTFIRE, VITEK Reveal, middleware solutions, data management software, integration engine projects, remote device management, Virtual Machine (VM) Installation/configuration, Middleware Software Updates.

Primary Duties

Operational Internal and External Customer Support
Assist with bioMrieux middleware upgrade projects and tasks to meet deadlines in support of organizational objectives and Field Actions.
Facilitate and deliver installation of new middleware platforms, including Virtual Machines (VMs).
Answer internal and external customer inquiries per established guideline and document in CRM system; consult as appropriate with IT Software Specialist, Application Specialist, System Engineer, Field IT Specialist, Management, Global Customer Support.
Provide problem solving and troubleshooting for remote/phone support as well as on-site Lab IT support issues.
Assist with launch/implementation of new systems by learning new products, providing input to development of documentation, and troubleshooting procedures for all systems.
Obtain CRM certification and adhere to the recertification process; execute investigation process and apply as needed.
Perform on-call duties as needed to provide 24-hour technical support to customers.
Perform all work in compliance with company quality procedures and standards.
Communicate effectively with customers, colleagues, and management to ensure current status and next steps are clear for outstanding customer issues.
Maintain close contact with customers to ensure problems are corrected before leading to customer dissatisfaction.

Training / Technical Assistance
Provide technical assistance to internal customers (Field Sales, Field Service, Technical Support Center) via correspondence, phone, IM and/or e-mail as appropriate to diagnose problems as required.
Provide training and orientation for new hires as required in all areas of troubleshooting MYLA SW Updates, VM Configurations or other technical requests.
Assist with the development of training manuals, troubleshooting procedures, and/or Knowledgebase (KB) Articles to assist both support staff and end users.

Administrative Requirements
Generate Service Reports and accurately document interaction and Document information on system/test related failures. Documentation should include suggestions for changes or modification to existing instrumentation, policies, manuals or concepts.
Complete all required departmental forms including but not limited to Instrument Service Reports, Quality Assurance Checklists, Preventive Maintenance/Verification Checklists, Repair Tags, and Travel Expense Statements and makes timely submission in accordance with departmental policies and procedures.
Enter accurate and timely documentation in CRM system.
Perform other duties as assigned.

Qualifications Training and Education
Bachelors Degree in Computer Science, Medical Technology, or Minimum 5 years of experience in Information Technology or a combination of 5 years experience in clinical laboratory experience and IT or LIS validation testing experience.
CompTIA Security + certification preferred, or certification achieved within 24 months of hire.
Certifications may be required at any point during employment; ex. Security, Networking

Experience
1. Minimum 2 years experience in support of LIS interfaces, servers, software applications, hardware, middleware, and computers.
2. Minimum 2 years experience as a Lab/Medical Technologist or equivalent experience.
3. Minimum 2 years experience in end-user support required; with systems marketed by bioMrieux a plus.
4. Experienced in resolving customer problems and providing a high level of customer satisfaction.
5. Experience in supporting windows-based servers, software applications, hardware, middleware and computers.
6. Previous end-user and/or support experience with systems marketed by bioMerieux or Healthcare IT environment supporting the improvement of health and patient care.

Knowledge, Skills, and Abilities
1. Must be fluent in English with excellent communication, analytical, facilitation and problem-solving skills.
2. Strong verbal and written communication skills with presentation skills for critical customer meetings to produce delighted reference customers.
3. Proven ability to learn and master software applications.
4. Strong project management skills and ability to manage multiple projects in tandem.
5. Must be able to work independently, effectively multitask to meet deadlines and competing priorities in a fast-paced environment.
6. Exhibit good interpersonal and diplomacy skills, excellent verbal, and written capabilities through previous experiences such as teaching, sales, or management.
7. Exhibit good decision-making ability, including problem resolution.
8. Employs the expertise of others and provides expertise in a team environment.
9. Proficiency in Microsoft Windows and Office (Word, Excel, PowerPoint, Outlook) products.