Spec, Infra Support Srvcs II

Quest Diagnostics; Memphis (TN); On-site; USD 60,000 - 80,000; Full time

Job summary

Quest Diagnostics seeks an on-site Field IT Support professional in Memphis, TN, to handle Tier-2 services across laboratories and related infrastructure. Responsibilities include desktop support, imaging systems, LIS/BIS, and asset management, with strong emphasis on incident resolution and SLA adherence.

The role requires 2–4 years in IT field support, a Bachelor's degree or equivalent, and preferred experience in clinical labs. Travel is modest; on-site work is required five days a week.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2–4 years of IT field support experience.
• Experience in a Clinical Laboratory environment preferred.
• Proficient in desktop, LAN/WAN, imaging systems and LIS/BIS systems.

Responsibilities

• Troubleshoot field IT issues and perform root cause analysis.
• Maintain backups and storage per data retention policies.
• Monitor tickets and meet SLA targets.
• Coordinate IMAC activities and change control.
• Provide management reports and metrics on system performance.
• Lead small engineering projects and collaborate with corporate teams.

Skills

IT Field Support

Customer Service

Teamwork

Time Management

Communication

Education

Bachelor’s Degree

Tools

HP Service Manager

Clarity

LIS/BIS Systems

Job description

This position requires on‑site work 5 days per week in Quest’s Memphis, TN lab location. It is responsible for all tactical aspects of delivering Regional Field IT Support services for Business Units within a Region, supporting laboratory operations. Services covered include Tier‑2 Field IT support, voice communications, data networking, desktop, LIS/BIS equipment, imaging systems, facility systems, security administration, and asset management.

Responsibilities

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.
• 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 HP Service Manager and Clarity.
• Participate and provide direction for the Regional Field IT Support function, identifying and communicating short-, medium-, and long-term goals.

Project Leadership

• Execute small 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.

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.

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.

Other

• On call coverage as needed
• May perform other duties as assigned
• 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 routine direction. Uses minor discretion in resolving problems or inquiries. Works without frequent reference to others. Excellent time management and organisational skills required.
• Interacts with and may influence immediate team members. May have some interactions with vendor suppliers and service partners. May have more influence in own domain.
• Performs a range of varied work activities at an Intermediate Level. Contributes to routine problem resolution.

Qualifications

Required Work Experience

• 2-4 years experience

Preferred Work Experience

• Experience in a Clinical Laboratory environment desired

Knowledge

• Skilled knowledge in at least 2 of the IT Disciplines (LAN/WAN, Desktop Support, Telecom, Imaging, LIS/BIS Systems)
• Project management experience and knowledge

Skills

• Applies Intermediate Level methods, tools and applications. Demonstrates rational and organized approach to work
• Identifies and negotiates own development opportunities.
• Has a sufficient communication skill for effective dialogue with customers, suppliers, and service partners.
• Is able to work in a team.
• Is able to plan, schedule and mentor own work within short time horizons.
• Absorbs technical information when presented systematically and applies it effectively.
• Microsoft Office products – Word, Excel, PowerPoint, and Access.
• Problem Management – Strong troubleshooting and problem solving skills
• Demonstrated proficiency in verbal and written communication skills
• Strong commitment to customer and employee satisfaction.
• Experience working with customers, both internal and external.

Education

• Bachelor’s Degree or relevant work experience (Required)

Preferred Certifications

• CompTIA A+

Work Requirements

• Travel Required – less than 25%

About The Team

Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

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