JOB DESCRIPTION
Monitor tickets for severity and impact; provide software support for existing applications; troubleshoot and analyze problems and requirements; research and design short-term and long term solutions; monitor issues for trends, and convert tickets to projects when required. Continually drive software improvements of multiple enterprise wide systems across all IT Lab and operational applications and ensure seamless support of our customers.
Please note this is a hybrid opportunity (3 days in office/2 days work from home) that can be based in Tampa, Florida or Irving, Texas.
Pay Range:$110,000 - $120,000 / year
Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.
Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects 6 physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:
- Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
- Best-in-class well-being programs
- Annual, no-cost health assessment program Blueprint for Wellness
- healthyMINDS mental health program
- Vacation and Health/Flex Time
- 6 Holidays plus 1 "MyDay" off
- FinFit financial coaching and services
- 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
- Employee stock purchase plan
- Life and disability insurance, plus buy-up option
- Flexible Spending Accounts
- Annual incentive plans
- Matching gifts program
- Education assistance through MyQuest for Education
- Career advancement opportunities
- and so much more!
JOB RESPONSIBILITIES
- Respond to issues in accordance with established Standard Operating Procedures and Service Level Agreements
- Communicate proactively with Business to assess issues and provide periodic status updates, both short-term and long term
- Perform assessment analysis to identify scope of problems and escalate recurring issues to management
- Support Problem Management calls; provide technical skills to research issues as required and participate on escalations and issue resolution teams to address chronic, priority issues
- Proactively monitor Business Unit error logs and resolve issues as required
- Analyze issues by performing root cause analysis; research and design short term and long term solutions
- Maintain proficiency in Q-suite expertise and serve as an internal consultant in the Q-Suite application
- Keep abreast of the new Quest Diagnostics technologies and organizational impact
- Demonstrate ability to communicate effectively with all levels, including customers, technical personnel and management
JOB QUALIFICATIONS
Education
- Bachelors Degree Computer Science/Information Systems or related field, or equivalent combination of education and work experience (Required)
Required Work Experience:
- 3 6 5 years experience in technical support and troubleshooting of multiple enterprise wide systems, 3-5 years customer service experience
Knowledge:
- Hardware components, web-based applications, MS Windows, MS Office, MS Lync, MS outlook, wireless communications/ software development lifecycle phases, project management, process management, change management, Java, SQL, C or C++, PRO-IV, Wiki, etc. Laboratory information systems
Skills:
- Problem solving, program debugging, troubleshooting production issues, interpersonal and communication skills, organizational, time management, customer service, prioritization, multi-tasking
- Learning on the Fly; Decision Quality; Priority Setting; Customer Focus; Problem Solving; Informing; Technical Learning; Functional/Technical Skills
Travel:
