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Spec Infra Support Srvcs II - San Juan Capistrano, CA in San Juan Capistrano, CA at Quest Diagnostics

Date Posted: 2/3/2019

Job Snapshot

Job Description

Schedule:  Monday - Friday 10 am to 6:30 pm, rotating on-call, night and weekends as determined by project and support needs. 


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 and the digital transformation of the company technology stack 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.

Duties and Responsibilities:


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.

•         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.

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.


•         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.


•         Up to 80% of Travel

•         Clean / valid driver’s license required

•         On Call Coverage as needed

•         May perform other duties as assigned


Education Preferred:

• Bachelor’s degree or relevant work experience and certifications – CompTIA A+

Work Experience:

• 2-4 years

Physical and Mental Requirements:

Physical Requirements – Ability to routinely lift 40 lbs; walk long distances; stand and bend in tight spaces; drive short and long distances.

Mental Requirements – maintain composure under pressure; adapts to change; ability to grasp information quickly.


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.

Level II


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.


Performance a range of varied work activities at an Intermediate Level. Contributes to routine problem resolution.

Business / Technical Skill Application

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. Skilled knowledge in at least 2 of the IT Disciplines (LAN/WAN, Desktop Support, Telecom, Imaging, LIS/BIS Systems)


• 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