Look for more than answers.
Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far-reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.
As a Infrastructure Support Services Specialist II, you will work for the world leader in the industry, with a career where you will have the opportunity to collaborate and affect change while expanding your leadership skills and technical knowledge. You can make a real impact in a market that is growing and developing.
The Infrastructure Support Services Specialist II will work on-site based in Cincinnati, OH. There will be local travel.
Infrastructure Support Services Specialist II, the role:
The Infrastructure Support Services Specialist II 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 and the digital transformation of the company technology stack. These services include Tier-2 & 3 Field IT support, voice communications, data networking, desktop, LIS/BIS equipment, imaging systems, facility systems, security administration, and asset management.
Execute small engineering projects including implementation services, effective customer engagement and communication
Collaborate with corporate engineering teams on project solutions and problem solving.
Participate in the execution of initiatives that deliver on the digital transformation and adoption of new technologies, such as loT edge, Infrastructure-as-a-Service, cloud application platforms.
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:
Provide support relative to digital technologies i.e. loT edge, Infrastructure-as-a-Service, cloud application platforms.
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.
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.
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.
Clean / valid driver’s license required
On Call Coverage as needed
May perform other duties as assigned
To qualify, the ideal candidate will have the following skills and experience:
- Bachelor’s degree or relevant work experience and certifications – CompTIA A+
- 2+ years of related experience
- Skilled knowledge in at least 2 of the IT Disciplines (LAN/WAN, Desktop Support, Telecom, Imaging, LIS/BIS Systems)
- Ability to plan, schedule and mentor own work within short time horizons
- Absorbs technical information when presented systematically and applies it effectively
- Skilled with Microsoft Office products – Word, Excel, PowerPoint, and Access
- Project management experience and knowledge
- 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
- Experience in a Clinical Laboratory environment desired
Join us for competitive benefits and development opportunities in a progressive and supportive environment. Help us improve our service, and the experiences of our patients and colleagues. Work with us and together we can be better.
Your Quest career. Seek it out.
All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity or Citizenship.