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
• 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
  • 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
  • Monitor and track system maintenance and performance according to SOPs
  • 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 SLAs 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
• Vendor Management
  • Collaborate with service partners, suppliers, internal functions and management to support teams
• 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
• People Leadership
  • Develop and participate in customer/user classroom training as necessary
• Audit
  • 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