Infrastructure Support Services Specialist

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. 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.

• Support Tier -2 Field IT support, voice communications, data networking, desktop, LIS/BIS equipment, imaging systems, facility systems, security administration, and asset management
• Troubleshoot and resolve all service center tickets routed to your Assignment Group 

• Perform IMAC all systems as applicable -

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

• Troubleshoot and resolve all Service Center tickets routed to your Assignment Group according to the established SLA.
• Perform IMAC’s all systems as applicable
• Perform maintenance, patches and updates to all systems in a timely manner, according to SOPs
• Maintain up to date knowledge and skills related to changing technology and services provided by Field IT Support
• Provide clear, regular submissions of Management Reports and Metrics that document performance against SLA’s via standard products including HP Service Manager and Clarity
• Contribute to team and Quest specific short, mid and long term goals
• Perform maintenance, patches, and updates to all systems in a timely manner 
• Maintain up to date knowledge and skills related to changing technology and services provided by Field IT Support 
• Provide clear, regular submissions of Management Reports and Metrics that document performance against SLA’s via standard products
• Contribute to team and Quest specific short, mid, and long term goals
• Assist in inventory management 
• Assist in coordination of asset disposal for Quest Diagnostics Workstation machines and peripherals
• Ensure that the Quest Diagnostics Information Technology Asset Management policies are enforced at the Business Unit

Asset Management:

• Assist in inventory management, 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

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:

Entry level understanding of skill area progressing to application of knowledge attained through education, certifications or other related experience such as on the job training 

Skills: 

Solving problems, MS office programs, Problem Management, Time Management, Organizational Skills, proficiency in verbal and written communications, strong commitment to customer and employee satisfaction, ability to work with customers, both internal and external 

Education

• Associates Degree or CompTIA A+ Certification (Preferred)

Work Requirements

• Up to 80% of Travel
• Clean / valid driver’s license required
• On Call Coverage as needed
• May perform other duties as assigned