Infrastructure Support Specialist

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.