Digital Business Operations

Administrator (Support & Operations)

Others, United States

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Job Summary

Basic Purpose The Internal Field Support Engineer is responsible for delivering day to day Tier 2 technical support across Internal Quest Diagnostics sites, partner facilities, and collection or laboratory environments. This role ensures continuity of IT services across desktops, networks, telecom systems, laboratory instruments, facility technology, and collaboration platforms. The position plays a key role in resolving complex technical issues at remote locations, supporting field deployments, and ensuring high availability of IT infrastructure for Internal customers. ________________________________________ Role Overview The Internal Field Support Engineer provides advanced onsite technical support for Internal Quest Diagnostics environments, including end user devices, network infrastructure, enterprise applications, and specialized site technologies. This position manages escalations from Level 1 support teams, performs installations and upgrades, and delivers SLA driven service aligned with organizational standards, customer expectations, and ITIL frameworks. ________________________________________ Key Responsibilities Technical Support & Issue Resolution • Respond to Level 1 escalations and resolve complex IT issues across Internal Quest Diagnostics locations. • Troubleshoot hardware, Windows/Mac OS, collaboration tools (Outlook, Teams), enterprise applications, and foundational networking issues. • Maintain strong ServiceNow ticket hygiene with accurate notes, work logs, and timely status updates. • Perform IMAC activities (Install, Move, Add, Change) for all supported systems and equipment. • Conduct OS deployments, patching, configuration updates, and endpoint provisioning following SOPs and customer requirements. • Provide hands on support for: o Desktop/laptop devices o LAN/WAN connectivity o Telecom/VoIP systems o Imaging devices o LIS/BIS laboratory instruments o Facility and environmental IT systems ________________________________________ System, Project & Collaboration Responsibilities • Participate in IT projects, system migrations, refresh cycles, and hardware/software rollouts across Internal sites. • Collaborate with SMEs, network teams, Internal site leadership, vendors, and service providers to troubleshoot and resolve issues. • Maintain detailed documentation for incidents, SOPs, change requests, and customer-mandated records. ________________________________________ Asset Management • Oversee IT inventory across Internal locations, including procurement, lifecycle tracking, deployment, and disposal. • Support onboarding by provisioning required devices and equipment for Internal users. • Support offboarding by recovering IT assets from departing staff and contractors. • Work closely with Hardware Asset Management (HAM) teams on equipment refresh and upgrade cycles. • Assist in coordinating disposal of Quest Diagnostics Workstation (QSW) devices and peripherals. • Ensure compliance with IT Asset Management (ITAM) policies across all customer environments. ________________________________________ Other Responsibilities • Travel up to 10% to Internal facilities within the assigned region. • Participate in on call rotation for critical field incidents. • Maintain a valid driver’s license. • Work extended or shifted hours during outages, migrations, or major incidents. • Perform additional customer-facing field duties as assigned. ________________________________________ Required Skills & Competencies • Strong troubleshooting expertise across hardware, Windows/Mac OS, networking basics, imaging tools, Autopilot, and endpoint management platforms. • Working knowledge of ITIL processes and ServiceNow. • Excellent communication, customer service, and documentation skills suited for Internal customer support. • Ability to work independen

Key Responsibilities

asic Purpose The Internal Field Support Engineer is responsible for delivering day to day Tier 2 technical support across Internal Quest Diagnostics sites, partner facilities, and collection or laboratory environments. This role ensures continuity of IT services across desktops, networks, telecom systems, laboratory instruments, facility technology, and collaboration platforms. The position plays a key role in resolving complex technical issues at remote locations, supporting field deployments, and ensuring high availability of IT infrastructure for Internal customers. ________________________________________ Role Overview The Internal Field Support Engineer provides advanced onsite technical support for Internal Quest Diagnostics environments, including end user devices, network infrastructure, enterprise applications, and specialized site technologies. This position manages escalations from Level 1 support teams, performs installations and upgrades, and delivers SLA driven service aligned with organizational standards, customer expectations, and ITIL frameworks. ________________________________________ Key Responsibilities Technical Support & Issue Resolution • Respond to Level 1 escalations and resolve complex IT issues across Internal Quest Diagnostics locations. • Troubleshoot hardware, Windows/Mac OS, collaboration tools (Outlook, Teams), enterprise applications, and foundational networking issues. • Maintain strong ServiceNow ticket hygiene with accurate notes, work logs, and timely status updates. • Perform IMAC activities (Install, Move, Add, Change) for all supported systems and equipment. • Conduct OS deployments, patching, configuration updates, and endpoint provisioning following SOPs and customer requirements. • Provide hands on support for: o Desktop/laptop devices o LAN/WAN connectivity o Telecom/VoIP systems o Imaging devices o LIS/BIS laboratory instruments o Facility and environmental IT systems ________________________________________ System, Project & Collaboration Responsibilities • Participate in IT projects, system migrations, refresh cycles, and hardware/software rollouts across Internal sites. • Collaborate with SMEs, network teams, Internal site leadership, vendors, and service providers to troubleshoot and resolve issues. • Maintain detailed documentation for incidents, SOPs, change requests, and customer-mandated records. ________________________________________ Asset Management • Oversee IT inventory across Internal locations, including procurement, lifecycle tracking, deployment, and disposal. • Support onboarding by provisioning required devices and equipment for Internal users. • Support offboarding by recovering IT assets from departing staff and contractors. • Work closely with Hardware Asset Management (HAM) teams on equipment refresh and upgrade cycles. • Assist in coordinating disposal of Quest Diagnostics Workstation (QSW) devices and peripherals. • Ensure compliance with IT Asset Management (ITAM) policies across all customer environments. ________________________________________ Other Responsibilities • Travel up to 10% to Internal facilities within the assigned region. • Participate in on call rotation for critical field incidents. • Maintain a valid driver’s license. • Work extended or shifted hours during outages, migrations, or major incidents. • Perform additional customer-facing field duties as assigned. ________________________________________ Required Skills & Competencies • Strong troubleshooting expertise across hardware, Windows/Mac OS, networking basics, imaging tools, Autopilot, and endpoint management platforms. • Working knowledge of ITIL processes and ServiceNow. • Excellent communication, customer service, and documentation skills suited for Internal customer support. • Ability to work independently ac

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