Participate and execute small to medium 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.
Identify solutions to prevent/minimize recurrence of problems; execute and oversee corrective actions are implemented successfully
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 on 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 SOPs.
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 Service Center and Clarity.
Participate and provide direction for the regional field IT support function, identifying and communicating short-, medium-, and long-term goals.
Vendor Management:
Collaborate with service partners, suppliers, internal functions and management to support teams
Asset Management:
Manage inventory, including acquisition and disposal of all IT related equipment according to policies.
Assist in the 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.
People Leadership:
Develop and participate in customer/user classroom training as necessary.
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."
Mandatory Skills
Provide onsite and desk-side support services to end users. / Perform IMAC's
