Infrastructure Support Specialist - Quest Diagnostics

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. 

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. 

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. 

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. 

Education Required: Bachelor's degree or equivalent work experience 

Required Work Experience:  

2-4 years experience 

Preferred Work Experience:  

Experience in a Clinical Laboratory environment desired 

Physical and Mental Requirements:  

• Ability to routinely lift 40 lbs; walk long distances; stand and bend in tight spaces; drive short and long distances. 
• Maintain composure under pressure; adapts to change; ability to grasp information quickly. 

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. 

Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.