Spec, Infra Support Srvcs II

This position is an on-site role and will require 5 days on-site specifically at Quest's Memphis, TN lab location.

This position is responsible for all tactical aspects of delivering Regional Field IT Support services for Business Units within a Region, as it relates to supporting laboratory operations. These services include Tier-2 Field IT support, voice communications, data networking, desktop, LIS/BIS equipment, imaging systems, facility systems, security administration, and asset management.

Desktop Support, LAN/WAN, Server Administration, Imaging Systems, Telecom, Instruments:

• Troubleshoot technical problems and issues in the Field; perform root cause analysis and report findings to Management.
• Perform regular maintenance and backups to all systems in the business units and manage storage according to the defined data retention policies.
• Monitor, troubleshoot and resolve all tickets routed to designated Service Center Assignment Groups according to the established SLA.
• Perform IMAC’s all systems as applicable
• Perform maintenance, patches and updates to all systems in a timely manner.
• Monitor and track system maintenance and performance according to SOP’s
• Manage change to the environment via Service Center change control.
• Maintain up to date knowledge and skills related to changing technology and services provided by Field IT Support
• Provide clear, regularly scheduled Management Reports and Metrics that evaluate systems and performance against SLA’s via standard products including HP Service Manager and Clarity.
• Participate and provide direction for the Regional Field IT Support function, identifying and communicating short-, medium-, and long-term goals.

Project Leadership:

• Execute small engineering projects including implementation services, effective customer engagement and communication
• Collaborate with corporate engineering teams on project solutions and problem solving.
• Assure the provision of superior technical support to customers by seeking regular formal input into projects, ensuring adequate preparation and communication for all changes.

Asset Management:

• Manage inventory, including acquisition and disposal of all IT related equipment according to policies.
• Assist in coordination of asset disposal for Quest Diagnostics Workstation (QSW) machines and peripherals.
• Ensure that the Quest Diagnostics Information Technology Asset Management (ITAM) policies are enforced at the Business Unit.

Audit:

• Must maintain knowledge and compliance of all CAP (IT specific) and other regulatory requirements, assist in maintaining all relevant documentation to support various audits; may assist in executing corrective actions regarding audit findings.

Other

• On call coverage as needed
• May perform other duties as assigned
• Demonstrates a level of understanding that fully meets the requirements of this skill area, attained by # of years, evidence of related successful project completion and size.
• Works under routine direction. Uses minor discretion in resolving problems or inquiries. Works without frequent reference to others. Excellent time management and organizational skills required.
• Interacts with and may influence immediate team members. May have some interactions with vendor suppliers and service partners. May have more influence in own domain.
• Performs a range of varied work activities at an Intermediate Level. Contributes to routine problem resolution.

Required Work Experience:

• 2-4 years experience

Preferred Work Experience:

• Experience in a Clinical Laboratory environment desired

Knowledge:

• Skilled knowledge in at least 2 of the IT Disciplines (LAN/WAN, Desktop Support, Telecom, Imaging, LIS/BIS Systems)
• Project management experience and knowledge

Skills:

• Applies Intermediate Level methods, tools and applications. Demonstrates rational and organized approach to work
• Identifies and negotiates own development opportunities.
• Has a sufficient communication skill for effective dialogue with customers, suppliers, and service partners.
• Is able to work in a team.
• Is able to plan, schedule and mentor own work within short time horizons.
• Absorbs technical information when presented systematically and applies it effectively.
• Microsoft Office products – Word, Excel, PowerPoint, and Access.
• Problem Management - Strong troubleshooting and problem solving skills
• Demonstrated proficiency in verbal and written communications skills
• Strong commitment to customer and employee satisfaction.
• Experience working with customers, both internal and external.

Education

• Bachelor’s Degree or relevant work experience (Required)

Preferred Certifications:

• CompTIA A+

Work Requirements

• Travel Required - less than 25%