Tech Operations Support Specialist

Location: Burlington, NC or Durham, NC

This hybrid position offers a balanced schedule of a minimum of three in-office days at an assigned location to be either Burlington or Durham, NC, supporting both collaboration and flexibility.

The Tech Operations Support Specialist helps keep Clinical Contact Center (CCC) employees productive by supporting IT ticket flow, monitoring system and call‑quality performance, and ensuring new hires are fully prepared on day one.

This is an operational support role focused on issue monitoring, coordination, communication, and follow‑through—not deep technical troubleshooting. You’ll work closely with IT partners to escalate issues, track progress, and ensure employees have a seamless technology experience.

You will also monitor internal severity and escalation Teams channels, engaging the appropriate IT partners and ensuring issues are triaged, tracked, and communicated promptly.

What You’ll Do

Ticket Governance & Service-Level Oversight

• Monitor and track all Clinical Contact Center IT tickets (ServiceNow/IT Central).

• Ensure tickets are routed correctly and progressing on time.

• Escalate blockers to resolver teams (desktop, network, access, telecom, applications, security) and track follow‑up.

• Provide clear communication to leadership on high‑impact issues or delays.

• Monitor internal severity and escalation Teams channels to identify active issues, engage the right teams, and ensure timely escalation.

System Performance & Experience Monitoring

• Monitor Operata and other dashboards for call‑quality, connectivity, or endpoint‑performance issues.

• Flag productivity impacts and collaborate with IT partners on quick remediation.

• Track recurring issues and help surface long‑term improvement needs.

• Prepare and deliver weekly or monthly performance summaries for CCC leadership.

New‑Hire Technology Readiness

• Coordinate ordering, tracking, and delivery of PC/workstation kits for new hires.

• Ensure required system access (AD, O365, apps, telephony, CRM, WFO/WFM) is set up before day one.

• Work with HR, onboarding teams, and IT access groups to reduce delays.

• Maintain accurate records, including refresh and replacement schedules.

Operational Coordination & Documentation

• Maintain accurate device inventories, ticket status updates, and performance dashboards.

• Document system issues, escalation paths, and common troubleshooting workflows.

• Partner with IT teams, telecom/AV support, network groups, and CCC training to resolve operational challenges.

• Support audit/compliance activities related to asset tracking and system access.

What You Bring (Entry-Level Requirements)

• 1–2+ years in IT support, service desk, help desk, technical coordination, or operations support role.

• Basic understanding of IT ticket systems (ServiceNow or similar) and support workflows.

• Strong communication and follow‑through skills; able to track tasks and keep stakeholders informed.

• Good organizational skills with strong attention to detail, especially related to assets and onboarding tasks.

• Ability to manage multiple issues at once in a fast‑paced environment.

• Familiarity with common workplace technologies (Windows, O365, Teams).

Preferred Qualifications

• High School diploma (Associate’s degree preferred)

• 2–3+ years in IT operations, contact center support, or high‑volume technical environments.

• Experience monitoring digital experience or call‑quality tools (Operata or similar).

• Understanding of access provisioning, identity management, and enterprise IT operations.

• Exposure to endpoint environments (Windows, O365/Entra ID, iOS/iPadOS).

• Knowledge of ITIL concepts or formal ITIL Foundation certification.

Success Indicators

• Tickets resolved within SLA with minimal delays.

• Proactive identification and reduction of recurring issues.

• New hires fully equipped and ready to work on day one.

• Fewer productivity disruptions and technology‑related downtime.

• Consistent reporting and communication to leadership on system health and ticket performance.

Work Schedule / Hours: This is a full‑time, exempt (salaried) position assigned to a First Shift schedule, with standard business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST).

Business needs may occasionally require flexibility in work hours, including earlier, later, or additional hours, with reasonable notice provided when possible.

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. Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only. Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO. For more detailed information, please click here. 

Labcorp is proud to be an Equal Opportunity Employer:

Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make 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 origin, sex (including pregnancy, childbirth, or related 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, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law. 

We encourage all to apply

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