Technical Client Systems Implementation
Technical Client Systems Implementation
Look for more than answers. Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.
You will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.
At Quest, we are on a continuous journey of discovery and development. It’s this attitude that has made us an industry leader and the #1 Diagnostic Lab in the US. For those joining us, we offer exciting and fast moving career opportunities where you can affect change at a rate unheard of in many organizations of our size and scope. While we invest in and develop technology to drive our innovations, our ongoing success relies on our people.
Basic Purpose:
This position is responsible for working independently as a Field Service Installer and performs onsite visits to complete installation, training, and service for numerous Quest Diagnostics connectivity products. As an installer, the candidates should expect to spend 90% of the time on site at physician offices, clinics and hospitals. The successful candidate will have direct face-to-face interaction with our clients and must be able to communicate in a clear and professional manner to both technical and non-technical personnel. A key component of this role is the ability to promote, advocate, present and train our clients to effectively employ our evolving e-Service toolset as we effect our digital transformation. Patience is a must, along with the ability to maintain a professional appearance and attitude in stressful situations. The ability to multi-task and handle simple and complex issues as they present themselves is essential.
Duties and Responsibilities:
External Customer Support, Remote Support, Desktop Support, LAN/WAN:
· Provide service and training for external client applications that deliver our digital transformation including but not limited to the Quanum Suite of products, Auto receive, Bridge Support, Interface Support, PC operating
systems (win & mac), Software Firewall and Astea
· Perform remote support using the WebEx and Microsoft Lync
· Troubleshoot technical problems and issues in the Field; perform root cause analysis and report findings to Management.
· Troubleshoot and resolve all service tickets routed to your Assignment Group according to the established SLA.
· Troubleshoot technical issues related to Network connectivity, Data Network Cabling, wireless network and Remote VPN connectivity
· Perform maintenance, patches and updates to all systems in a timely manner.
· Perform IMAC’s all systems as applicable
· Participate and provide direction for the Regional Field IT Support function, identifying and communicating short-, medium-, and long-term goals.
· Image Creation
· Operating System Loading – Re-Imaging PCs
· Operating System Troubleshooting
· Operating System Administration – Adding/Delete Programs, Printers, Other Devices
Asset Management:
· Manage inventory in Astea, including acquisition and disposal of all IT related equipment according to policies.
Other:
· Up to 80% of Travel
· Clean / valid driver’s license required
· On Call Coverage as needed
· May perform other duties as assigned
Qualifications:
Education Preferred:
· AA degree or relevant certifications such as CompTIA A+
Work Experience:
· 0-2 years
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 distances.
· Mental Requirements – maintain composure under pressure; adapts to change; ability to grasp information quickly.
Beginner
Demonstrates entry level understanding of skill area progressing to application of knowledge attained through education, certifications or other related experience
Level I
Autonomy
Works under supervision. Use little discretion. Is expected to seek guidance in unexpected situations
Influence
Interacts with immediate team members.
Complexity
Performs Beginner Level activities. Requires assistance in solving problems.
Business / Technical Skill Application
Applies Beginner Level knowledge and processes. Demonstrates an organized approach to work. Learns new skills and applies newly acquired knowledge. Follows policies and procedures. Have sufficient communication skills for effective dialogue with colleagues. Contributes to identifying own development opportunities.
Desired:
· Microsoft Office products – Word, Excel, PowerPoint, and Access.
· Problem Management - troubleshooting and problem solving skills
· Time Management and Organizational skills
· Demonstrated proficiency in verbal and written communications skills
· Strong commitment to customer and employee satisfaction.
· Ability to work with customers, both internal and external