Desktop EUC L1

Responsibilities

• Participate and execute small to medium 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.
• Troubleshoot technical problems and issues in the field, perform root cause analysis, and report findings to management.
• Identify solutions to prevent / minimize recurrence of problems; execute and oversee corrective actions that are implemented successfully.
• 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.
• 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 Service Center and Clarity.
• Participate and provide direction for the Regional Field IT Support function, identifying and communicating short-, medium-, and long-term goals.
• Collaborate with service partners, suppliers, internal functions and management to support teams.
• Manage inventory, including acquisition and disposal of all IT-related equipment according to policies.
• Aid in coordinating 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.
• Develop and participate in customer/user classroom training as necessary.
• 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.