NeoGenomics is hiring a Lead Application Support Specialist to facilitate efficient laboratory operations and provide critical Level 2 support for all software used in our wet and dry lab environments. You will diagnose end-user needs and deliver timely responses and resolutions, supporting our mission to improve patient care.
What You'll Do
- Support all laboratory off-the-shelf software for equipment, analysis, results, and the LIS.
- Provide resolution or closure of all Service Desk issues.
- Define and ensure adherence to support service level agreements.
- Log, track, prioritize, and escalate support calls in designated company systems.
- Track and trend service, software, and infrastructure performance metrics to recommend enhancements.
- Brief customers and supervisors on resolution status and attend daily/weekly meetings.
- Create ‘How to’ documents, job aids, and training for all supported software.
- Support internal and external customers with product training, knowledge, and expertise.
- Recommend product or system improvements, including procedural steps and enhanced documentation.
What We're Looking For
- Bachelor’s degree in Computer Science or a related field.
- 8 or more years of experience in application support, with strong emphasis on laboratory software, installations, qualifications, and change management in regulated industries (CAP/CLIA, GxP, Finance, DoD).
- Expertise in databases, data/equipment integration platforms, network architecture (LAN, WAN, cloud), remote access, and security.
- Demonstrated diagnostic and analytical skills for laboratory software application support.
- Strong computer literacy with an emphasis on lab software in a regulated environment.
- Ability to multitask effectively with a sense of urgency, maintain a positive attitude, and handle stress.
- Apply organizational skills including communication, task management, follow-up, and escalation.
- Take initiative, be self-directed, and assume full ownership of delegated activities.
- Ability to travel to laboratory sites as needed.
Nice to Have
- Master’s degree in a relevant field.
- 3 or more years of experience with a Master’s degree.
Technical Stack
- FCS Express
- Halo Indica
- Illumina
- Leica Microsystems
- BioView
- Metasystems
- ServiceNow
Team & Environment
Partners with the Service Desk and modalities.
Benefits & Compensation
- Career coaches
- Training opportunities
- Highly competitive benefits with HMO and PPO options
- Company 401k match
- Employee Stock Purchase Program
- Tuition reimbursement
- Leadership development
- 16 days of paid time off plus holidays
- Wellness courses
- Employee resource groups
Work Mode
This is a remote position.
All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
