Spec Infra Support Srvcs III

Quest Diagnostics   •  

Chantilly, VA

Industry: Healthcare


5 - 7 years

Posted 181 days ago

This job is no longer available.

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.  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:

 Plan 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.

Execute 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.

Identify solutions to prevent / minimize recurrence of problems; execute and oversee corrective actions 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 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 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 team objectives.

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. Train
other staff members on the SOPs for the supported systems.  

People Leadership:

Develop and participate in customer/user classroom training as necessary. Train
other staff members on the SOPs for the supported systems.  


Up to 80% of Travel
Clean / valid driver’s license required
On Call Coverage as needed
May perform other duties as assigned

Education Preferred:

degree or relevant work experience and certifications – CompTIA A+

Work Experience:


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
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



Works under general
direction.  Uses discretion in
identifying and resolving complex problems or inquiries. Usually receives
specific instructions and has work reviewed at frequent milestones.  Determines when issues should be escalated
to a higher level. Excellent Time Management and Organization skills


Interacts with and
influences department/ project team members. 
Has working level contact with customers and suppliers.  When leading small projects must
demonstrate people leadership skills. 
Makes decisions which may impact on the work assigned to individuals
or phases of project.


Performance a broad range
of work, sometimes complex and non-routine, in an Advanced Level.  Applies methodical approach to problem
definition, root cause analysis and resolution.

Business / Technical
Skill Application

Applies Advance Level
methods, tools and applications. 
Demonstrates an analytical and systematic approach to problem
solving.  Takes the initiative in
identifying and negotiating appropriate personal development
opportunities.  Demonstrates effective
communication skills.  Contributes
fully to the work of teams.  Plans,
schedules and monitors own work (and those of others where applicable i.e.
projects) competently within limited deadlines and according to relevant
compliance policies and procedures.  Absorbs and applies technical
information.  Works to required
standards and performance expectations. 
Understands the wider field of information technology disciplines and
systems, and how own role relates to other roles and the impact to business
and client.  Skilled knowledge in at
least 3 of the IT Disciplines (LAN/WAN, Desktop Support, Telecom, Imaging,
LIS/BIS Systems).


Office products – Word, Excel, PowerPoint, and Access.
management experience and knowledge
Management - Strong troubleshooting and problem solving skills 
proficiency in verbal and written communications skills
commitment to customer and employee satisfaction.  
working with customers, both internal and external.
in a Clinical Laboratory environment desired.

All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.