Infrastructure Support Services Specialist

Quest Diagnostics; Indianapolis (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

Quest Diagnostics is seeking a Regional Field IT Support specialist in Indianapolis, Indiana. This role involves delivering Tier-2 IT support and resolving service center tickets, ensuring laboratory operations run smoothly. You will assist in inventory management, enforce IT asset management policies, and maintain performance reports against SLAs.

Ideal candidates should have an Associate's Degree or CompTIA A+ Certification and possess strong problem-solving skills. This position requires up to 80% travel and a clean driver’s license.

Qualifications

• Ability to routinely lift 40 lbs and walk long distances.
• Maintain composure under pressure and adapt to change.

Responsibilities

• Support Tier‑2 Field IT support and voice communications.
• Troubleshoot and resolve service‑center tickets.
• Perform IMAC of applicable systems.
• Maintain up‑to‑date knowledge of IT technologies.

Skills

Problem solving

Proficiency in MS Office programs

Problem Management

Time Management

Organizational skills

Verbal communication

Written communication

Customer satisfaction

Education

Associate’s Degree or CompTIA A+ Certification

Job description

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. Services include Tier‑2 Field IT support, voice communications, data networking, desktop, LIS/BIS equipment, imaging systems, facility systems, security administration, and asset management.

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 of all applicable systems.
• 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 SLAs via standard products including HP Service Manager and Clarity.
• 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 enforcement of the Quest Diagnostics Information Technology Asset Management policies at the Business Unit.

Asset Management

• Assist in inventory management, including acquisition and disposal of all IT‑related equipment according to policies.
• Ensure enforcement of the Quest Diagnostics Information Technology Asset Management (ITAM) policies at the Business Unit.

Qualifications

Physical and Mental Requirements

• Ability to routinely lift 40 lbs, walk long distances, stand and bend in tight spaces, and drive short and long distances.
• Maintain composure under pressure, adapt to change, and grasp information quickly.

Knowledge

• 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.

Skills

• Problem solving.
• Proficiency in MS Office programs.
• Problem Management, Time Management, Organizational skills.
• Verbal and written communication.
• Strong commitment to customer and employee satisfaction.
• Ability to work with internal and external customers.

Education

• Associate’s Degree or CompTIA A+ Certification (Preferred).

Work Requirements

• Up to 80% travel.
• Clean / valid driver’s license required.
• On‑call coverage as needed.
• May perform other duties as assigned.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.