Infrastructure Support Services Specialist

Summary

Dice is seeking an Infrastructure Support Services Specialist responsible for delivering Regional Field IT Support services for Business Units related to laboratory operations. The role involves Tier-2 Field IT support, troubleshooting service center tickets, and maintaining IT asset management policies.

Responsibilities

• Support Tier -2 Field IT support, voice communications, data networking, desktop, LIS/BIS equipment, imaging systems, facility systems, security administration, and asset management
• Troubleshoot and resolve all service center tickets routed to your Assignment Group
• Perform IMAC all systems as applicable - 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 applicable
• Perform maintenance, patches and updates to all systems in a timely manner, according to SOPs
• Maintain up to date knowledge and skills related to changing technology and services provided by Field IT Support
• Provide clear, regular submissions of Management Reports and Metrics that document performance against SLA's via standard products including HP Service Manager and Clarity
• Contribute to team and Quest specific short, mid and long term goals
• Perform maintenance, patches, and updates to all systems in a timely manner
• Maintain up to date knowledge and skills related to changing technology and services provided by Field IT Support
• Provide clear, regular submissions of Management Reports and Metrics that document performance against SLA's via standard products
• Contribute to team and Quest specific short, mid, and long term goals
• Assist in inventory management
• Assist in coordination of asset disposal for Quest Diagnostics Workstation machines and peripherals
• Ensure that the Quest Diagnostics Information Technology Asset Management policies are enforced at the Business Unit
• Assist in inventory management, 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

Skills

• Ability to routinely lift 40 lbs
• Ability to walk long distances
• Ability to stand and bend in tight spaces
• Ability to drive short and long distances
• Ability to maintain composure under pressure
• Ability to adapt to change
• Ability to grasp information quickly
• Entry level understanding of skill area progressing to application of knowledge attained through education, certifications or other related experience such as on the job training
• Solving problems
• Proficiency in MS office programs
• Problem Management
• Time Management
• Organizational Skills
• Proficiency in verbal and written communications
• Strong commitment to customer and employee satisfaction
• Ability to work with customers, both internal and external
• Up to 80% of Travel
• Clean / valid driver's license required
• On Call Coverage as needed
• Associates Degree or CompTIA A+ Certification

Qualifications

Must Haves

• Ability to routinely lift 40 lbs
• Ability to walk long distances
• Ability to stand and bend in tight spaces
• Ability to drive short and long distances
• Ability to maintain composure under pressure
• Ability to adapt to change
• Ability to grasp information quickly
• Entry level understanding of skill area progressing to application of knowledge attained through education, certifications or other related experience such as on the job training
• Solving problems
• Proficiency in MS office programs
• Problem Management
• Time Management
• Organizational Skills
• Proficiency in verbal and written communications
• Strong commitment to customer and employee satisfaction
• Ability to work with customers, both internal and external
• Up to 80% of Travel
• Clean / valid driver's license required
• On Call Coverage as needed

Nice to Haves

• Associates Degree or CompTIA A+ Certification