The Helpdesk Specialist assists with oversight and operation of the IT Helpdesk Ticket System. Day-to-day tasks for this role include responding to helpdesk tickets as they are generated, reaching out to users as needed for assistance with IT Helpdesk issues, summarizing Helpdesk Ticket issues in the IT Helpdesk Ticket System itself, and being available to the physical location of an IT related issue to provide hands-on assistance. The Helpdesk Specialist additionally works alongside others in IT to assist with IT operations as necessary.

Primary responsibilities

• Respond to IT Helpdesk tickets in a timely manner
• Reach out to users who have put in IT Helpdesk Tickets via phone, text chat, email, or in person for assistance as needed
• Be available to assist with IT issues on-site, in both office and laboratory areas
• Setting up new IT equipment including computers, laptops, and peripheral accessories
• Assist users remotely with software
• Troubleshoot IT issues to produce solutions
• Assist other aspects of the IT department as needed, including operations and new projects
• Follow instructions and pre-established guidelines to perform the functions of the job
• Other duties as assigned.

Education and Experience

• Bachelor’s or associate degree in a relevant Information Technology program is preferred but not required.
• Previous work in servicing IT equipment is strongly encouraged.

Key Competencies

• Oral and written communication skills
• Customer service orientation
• Problem-solving
• Eager to Learn
• Planning and organizational skills
• Attention to detail

Physical/Mental Demands:

• Ability to sit for an extended period of time
• Moderate exposure to musculoskeletal strain.
• Reaching by extending hand(s) or arm(s) in any direction.
• Communication skills using the spoken word
• Requires eye/hand coordination with Moderate risk of eye strain from prolonged exposure to computer monitors.
• Occasionally required to lift up to 25 pounds.
• Occasional stress when dealing with clients and multiple demands

Candidates must be able to pass a pre-employment drug screen and background check.

MPLN is an Equal Opportunity Employer.

GENERAL SUMMARY OF DUTIES:

As a key member of our commercial operations team, the inside sales specialist will play a fundamental role in achieving our ambitious customer acquisition and revenue growth objectives. This role will be responsible for helping acquire new customers and driving business growth. Accountable for executing targeted new business efforts through email, sponsored adverts and InMail campaigns, including follow-up communication and outreach calls. A pivotal part of the new business sales effort is working with marketing channel partners and utilizing tools such as LinkedIn Sales Navigator, Sci Leads, and Salesforce contacts lists, generating interest, qualifying prospects, setting meetings, building new client relations, and closing sales.

Responsibilities

• Source new sales opportunities through inbound lead follow-up and outbound email and Digital outreach cold calls and emails
• Understand customer needs and requirements
• Route qualified opportunities to the appropriate sales executives for further development and closure
• Close sales and achieve quarterly quotas for RFPs and Awards (Sales)
• Research accounts, identify key players, and generate interest
• Maintain and expand your database of prospects within your assigned territory
• Team with channel partners to build pipeline and close deals
• Perform effective online presentations and demos to new prospects
• Leverage and adapt email scripts and outreach sequences.
• Leverage social selling techniques to attract, engage and source leads.
• Identify opportunities to cross-sell or upsell services to existing clients, maximizing revenue potential.
• Track all activities through our CRM (Salesforce.com) and create a weekly report of industry trends, pipeline, and conversation highlights.
• Work with the team to establish and share the most effective prospecting techniques.
• Stay current on industry trends and news, as well as news about our competitors and target market.
• Sales Pipeline Management: Develop and maintain a robust sales pipeline, actively tracking leads, opportunities, and customer interactions.
• Implement effective sales strategies to convert prospects into long-term, high-value customers.
• Market Analysis and Insights: Constantly monitor and assess market dynamics and competitor activity to capitalize on emerging opportunities and stay ahead of market shifts.
• Report these findings to the organization and address them through tailored strategic and tactical sales plans.

KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED:

To perform this job successfully, an individual must be able to perform each essential duty in an efficient and timely manner. The requirements listed below are representative of the knowledge, skill and experience required.

• 2- 3 years of proven inside sales experience in CRO, Lab, or medical or diagnostic fields.
• Track record of over-achieving quota
• Strong phone/email presence and experience reaching out dozens of times per day
• Experience in building long-term relationships and establishing value
• Proficient with corporate productivity and web presentation tools
• Experience working with Scie Leads database or equivalent proficient with sales navigator
• Salesforce.com or similar CRM
• Excellent verbal and written communication skills
• Strong listening and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

EDUCATION, LICENSE OR CERTIFICATIONS REQUIRED:

• You must have a working knowledge of Salesforce or comparable CRM, MS Word, Excel, and PowerPoint and possess the ability to multitask, remain composed and even keeled in stressful situations, and perform effectively despite shifting priorities, workload, and external pressures.
• BA/BS degree or equivalent in business or a science discipline preferred
• On-the-job training (including general safety training) is required, following an introductory orientation to key MPLN procedures, facilities, and personnel.

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES:

Complies with applicable regulatory and accrediting agency requirements

• Understands and follows general lab safety and annual training as outlined in MPLN’s Safety SOPs.
• Follows universal precautions without exception, using appropriate personal protective equipment.
• Understands MPLN’s fire safety and disaster plan.
• Helps ensure a safe work environment for all staff. Recognizes incidents and demonstrates the ability to use the QAR system. Educates new staff on reporting procedures and ensures that appropriate forms are completed.
• Understands and follows the Compliance plan.

Promotes and maintains positive relationships with all contacts

• Facilitates resolution of conflicts and problems as appropriate.
• Promotes effective interpersonal and interdepartmental relationships.
• Adopts a team approach to all work and is willing to help other Departments when needed.
• Maintains professional attitude when serving our customers.
• Communicates effectively and cooperates with all contacts.
• Displays patience, tact, enthusiasm, and a cheerful disposition.
• Willing to work beyond normal hours, to meet study deadlines when necessary.

Complies with all MPLN policies and procedures

• Complies with conditions of employment as stated in the employee handbook.
• Conforms to time and attendance policy regarding scheduled work hours, breaks and lunch period, and utilizes the time and attendance system accurately and consistently.
• Limits non-emergency personal phones calls and text messages to breaks and mealtimes.
• Maintains confidentiality of patient and laboratory information.
• Maintains dress code as determined by established organizational policy.
• Maintains an orderly and clean work area.

Contributes to the fulfillment of department objectives

• Adapts positively to work environment changes.
• Utilizes work time, equipment, and all supplies in a cost-effective manner.
• Assists co-workers with job orientation, growth, and development.
• Assists in the collection of data for quality performance improvement metrics as requested.
• Contributes to innovation and continuous improvement of new ideas and better ways of doing things.

WORK ENVIRONMENT:

The work area will predominately be a home office remote location. When visiting the laboratory, the potential for exposure to communicable diseases, infectious materials, and potentially harmful chemicals is minimal. Appropriate safety training to mitigate these risks is provided by MPLN.

PHYSICAL / MENTAL DEMANDS:

This is predominantly an office home based remote position. Sitting for long periods of time may be required, including extended periods working at a computer or reading printed matter. Manual dexterity with both hands. Hearing and vision (aided if necessary) should be within normal ranges.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Molecular Pathology Laboratory Network, Inc. (MPLN) and its research division Geneuity Clinical Research Services (MPLN/Geneuity) is a privately held College of American Pathologists, New York State Department of Health and ISO15189 accredited laboratory. We offer molecular pathology diagnostic laboratory and contract clinical research services specializing in oncology, infectious disease, women's health, and clinical trials.

Clinical Laboratory Assistants/Accessioners are responsible for the proper handling of medical samples in a timely and efficient manner including receiving, entering, verifying, and delivery of specimens. This position also performs metrology calibration of devices along with taks in the laboratory to support daily operations. CLAs interface with the various testing departments at MPLN to offer effective and timely assistance.

To be successful in this position, the applicant must possess:

Attention to detail

Critical thinking skills

Troubleshooting skills

Ability to work as a team

Computer skills are a must

Written communication

This position’s schedule is Tuesday to Friday 9 hours per day plus 4 hours on Staruday with an occasional Sunday Rotation. Weekend hours include an additional $2.50 per hour shift differential pay.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Specimen Processing

Oversee pick up of morning specimens at local UPS when necessary and back up coverage.

Receive/sign for specimens delivered by local or STAT courier.

Sort and unpack specimens based on specific specimen/facility criteria.

Read and comprehend work instructions for each individual clinical trial study.

Follow all steps of work instructions to enter specimen information details into LIS (Laboratory Information System).

Initiate discrepancy if problems arise with specimen or paperwork accompanying specimen.

Scan paperwork into MPLN’s electronic filing system.

Deliver specimens to appropriate departments.

Store specimens based on storage requirements either when a discrepancy has been initiated or the testing department is not able to process sample right away.

Prepare specimens for delivery to outside laboratories.

Maintain good working relationship and open lines of communication with medical technologists.

Daily wipe down of work stations and completion of daily quality control logs.

As delegated by manager, represent the accessioning department in laboratory meetings/functions.

Work with manager to develop guidelines for prioritizing work activities, evaluating effectiveness, and modifying activities as necessary.

Demonstrate teamwork by maintaining productive relationships with colleagues in a cooperative manner to enhance harmony and productivity in the laboratory.

Contact client services as necessary to resolve specimen discrepancies.

Ensure that all orders are correct by second reviewing the work of other accessioners.

Clinical Laboratory Assistant Responsibilities:

• Perform various CLA tasks as determined by the CLA and accessioning manager.  Examples of such tasks include:

1. Filing and sending out of various clinical specimen types.
2. Completion of daily, weekly, and monthly QC checks.
3. Preparation of reagents.
4. Performance of daily, weekly, and monthly instrument and system maintenance.
5. Transportation of specimens between testing departments.

• Utilize good customer service techniques with both clients and coworkers.
  • Communicate in a professional manner.
  • Ensure that the client’s needs are clear and provide the client with a clear understanding of the service to be provided.
• Work with others in a team environment; be courteous and respectful and encourage cooperation.
• Maintain familiarity with industry-specific terminology.

Metrology Responsibilities

• Maintain working knowledge of calibration procedures to a level that allows for completion of bi-annual competency assessments.
• Verify the calibration of all applicable instrumentation to ISO 17025 level or other, as required:
  1. Timers
  2. Thermometers
  3. Centrifuges
  4. Liquid baths
  5. Pipettes
• Assist with training and documentation of competency of all CLA staff.
• Comply with applicable regulatory and accrediting agency requirements.

Experience and Qualifications

High school diploma or equivalent is mandatory. Associates degree or higher in a science-related field is preferred. Lab experience can substitute for higher education.

Knowledge of specimen processing and tube types is a plus
Must be detail-oriented

Critical thinking is a must

ENVIRONMENTAL / WORKING CONDITIONS:

Proximity to moving mechanical devices, electrical current, chemicals (toxic, caustic, flammable), fumes, biohazards (contact, airborne, bacterial, and viral), housekeeping cleaning agents including bleach, use of heated devices (hot plates, water baths, steamers).

PHYSICAL / MENTAL DEMANDS:

Mobility: Moderate amount of walking, bending, pushing, turning, crawling, stooping and standing. Lifting capability of 25 lbs. Extensive sitting or standing may be required.

Hand Coordination and manipulation: Moderate amount of reaching, grasping, and handling including keyboarding.

Acuity: Color recognition, depth perception, and reading are required.

Candidates must be able to pass a pre-employment drug screen and background check.

MPLN is an equal-opportunity employer.

GENERAL SUMMARY OF DUTIES:

The Research Assistant (RA) works primarily within the Molecular Diagnostics department under the direction and supervision of the Molecular Diagnostics manager. The main duty of the RA includes performance of cellular and molecular clinical trial testing to support MPLN’s R&D clinical trial services. The RA may be cross trained to other departments based on current testing service needs as well as RA experience and interests.

Must be willing to work Saturday rotation, if needed.

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES:

Performs cellular and molecular biology assays such as PBMC processing and isolation, ELISAs, and PCR.  The RA must be able to test clinical trial specimens in strict accordance with study-related training and protocols. Associated with these duties include meticulous record keeping related to all aspects of the study, proper handling and storage of study specimens, and the preparation and maintenance of laboratory supplies.

Performs other duties, which include, but are not limited to:

• Routine maintenance of laboratory equipment
• QA/QC monitoring and reporting according to current MPLN SOPs
• Inventory control of reagents and supplies
• Careful filing of all papers, test results and electronic files
• Completion of specimen-specific data packets
• Works as a team with other techs to balance workload

Performs support and educational/training duties

• Demonstrates the ability to perform maintenance and minor troubleshooting of routine laboratory equipment.
• Maintains adequate supplies of reagents and designated control materials for assigned testing duties.
• Maintains neat and accurate records of all problems and corresponding actions taken.
• Prepares reagents according to procedure in a timely manner.
• Demonstrates the ability of perform all necessary functions in the LIS. 
• Gathers data for quality metrics as assigned.

EDUCATION, LICENSE OR CERTIFICATIONS REQUIRED:

• Bachelor’s Degree in Biology or related field.
• 1 year of cellular or molecular biology laboratory experience preferred.

Applicants must be able to pass a drug screening and background check.

MPLN is an Equal Opportunity Employer.