Job description:

Basic Purpose: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.Duties and Responsibilities: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 applicablePerform maintenance, patches and updates to all systems in a timely manner, according to SOPsMaintain up to date knowledge and skills related to changing technology and services provided by Field IT SupportProvide clear, regular submissions of Management Reports and Metrics that document performance against SLA's via standard products including HP Service Manager and ClarityContribute to team and Quest specific short, mid and long term goalsAsset Management:Assist in inventory management, including acquisition and disposal of all IT related equipment according to policiesAssist in coordination of asset disposal for Quest Diagnostics Workstation (QSW) machines and peripheralsEnsure that the Quest Diagnostics Information Technology Asset Management (ITAM) policies are enforced at the Business UnitOther:Up to 80% of TravelClean / valid driver's license required On Call Coverage as neededMay perform other duties as assignedTime Management and Organizational skillsDemonstrated proficiency in verbal and written communications skillsStrong commitment to customer and employee satisfaction. Ability to work with customers, both internal and external

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases