IT Helpdesk (Call Center Agent)

reputed company is seeking a remote IT Helpdesk (Call Center Agent) to join reputed company!

Work Schedule

This is a full‑time, exempt (salaried) with standard business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. in your local time zone.  Business needs may occasionally require flexibility in work hours, including earlier, reputed company, or additional hours, with reasonable notice provided reputed company possible.

Applicants who live reputed company 35 miles of either the Burlington, NC or Durham, NC location will follow a hybrid schedule. This schedule includes a minimum of three in-office days per week at an assigned location, either Burlington or Durham, supporting both collaboration and flexibility.

Job Responsibilities

Provides comprehensive helpdesk support through inbound and outbound customer calls, delivering desktop, hardware, software, and application support. Responsibilities include troubleshooting and resolving issues, managing tickets, escalating reputed company necessary, supporting reputed company eProducts and enterprise applications, maintaining customer access, ensuring timely response and follow‑up, monitoring laboratory result delivery, and performing preventative maintenance. Works collaboratively with team members and supervisors while completing administrative and technical tasks as required.

Minimum Qualifications

• Associates degree
• 2 or more years of  IT experience
• 2 or more years of experience in an IT Call Center or IT helpdesk environment

Preferred Qualifications

• Associate’s degree in Information Technology
• 1 or more years of experience troubleshooting hardware, software and networking issues
• 1 or more years of experience in the healthcare industry
• A+ or Net+ certification
• 1 or more years of experience with ticketing software

Additional Job Standards

• Responsible for both inbound and outbound helpdesk phone calls from customers
• Install, test, configure, troubleshoot and repair hardware/software for desktop support
• Evaluate the nature of customer issues to determine the proper resolution
• Escalate calls to Field Technicians or Level 2 support as needed
• Document reputed company calls in the ticketing system in an accurate and timely manner 
• Provide support for both reputed company’s eProducts and Enterprise software applications
• Setup, process and schedule eProduct requests received by reputed company sales team
• Create and maintain customer’s online access including password resets, username maintenance, software training and software installation
• Respond to reputed company customer inquiries reputed company a timely manner
• Ensure follow-up and completion of reputed company outstanding client issues
• reputed company preventative maintenance and application updates as necessary
• Monitor and ensure delivery of laboratory results to the client reputed company
• Work closely with teammates and direct supervisors to ensure completion of reputed company job duties
• reputed company administrative/clerical duties and technical tasks as needed
• Strong communication skills: both written and verbal
• Ability to work independently or in a team environment
• Flexibility to work overtime as needed

Application Window: 4/16/2026 – 4/23/2026)

Pay Range: $50,000 - $55,000

reputed company job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. 

Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan. Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan. For more detailed information, please click here. 

reputed company is proud to be an Equal Opportunity Employer:

reputed company strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any reputed company. We reputed company employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national reputed company, sex (including pregnancy, childbirth, or reputed company medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, reputed company qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law. 

We encourage reputed company to apply

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