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Job Status:
Full Time
Work Experience Required:
Up to 5 Years
Hours/Shifts:
Day (First Shift)
Education Required:
BA Degree or BS Degree
Certification Required:
Unspecified
Weekends:
Not Required
Authorized to work in US:
Yes
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| Pay and Benefits |
Salary Range:
Unspecified
Benefits:
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Analyst, Systems
Quest Diagnostics
Main Duties/Job Function:
This position provides second and third tier support for designated sites and functions as an escalation point for situations that are not satisfied by the Unisys Service Level Agreement. The System Analyst also manages disposal of sunset PC hardware for supported sites.
• Provide personal computer support and software installs for designated sites.
· Resolving issues reported thru the HP Service Manager help desk queue
· Installing the standard QSW image and appropriate software when needed
· Managing daily PC hardware & software deliveries to the BU and providing secure storage for them until installation time. This also includes troubleshooting purchasing issues and advising end users.
· Participating in the weekly, company-wide site lead conference call
· Active Directory Management
· Hardware/Software Support/Troubleshooting including
· MS updates, Backups and restores, Data recovery, Data transfers, Mobile Devices, Remote Connectivity (VPN), Local Connectivity
· Physical moves of computers, printers and phones
· Category 2 & 3 Application Support
• Manage disposal of old PC hardware for the designated sites.
· Assuring that old hardware is properly stored and prepared for disposal to meet data security standards
· Arranging disposal of old hardware in a timely fashion
• Interpret software licensing requirements directly to end users as needed. Includes:
Advising customers of licensing standards and assisting them on procedures
• Log tickets for all support activities and work to track problems and workload
• Miscellaneous Support
· Server Support
· Laboratory PCs and instrumentation connectivity
· Network and Local Printer Support
· Facility/Department Installs, Moves, Adds & Changes
• Data and Telephony Network Support
Telephone Network (Cabling, Switches, Terminal Servers)
• PC Network (Cabling, Switches, Routers)
· Coordinates configuration of network devices with infrastructure team
· Perform or contracts wiring of end-user drops and connection to patch panels.
• Infrastructure projects
· Collaborate with Corporate Engineering team on Infrastructure projects, solutions, and problem solving.
· Participate in all Infrastructure project
• Remote Site Support
· Perform or contracts wiring of end-user drops and connection to patch panels.
· Install switches and Servers, Routers, Telecom
· Coordinate installation of voice/data services
Required Knowledge:
· Necessary job knowledge of factual data, methods, process and theoretical knowledge.
· Advanced understanding of PC operating systems and Networking, Business office suites.
· Excellent customer service skills
· Demonstrated ability to write clear and concise problem descriptions and updates acquired as part of the problem resolution process.
· Understands and complies with security and support policies and procedures.
· Uses appropriate techniques and tools to log, track, escalate, resolve and then close calls received.
· Follows up on all reported problems, ensuring complete customer satisfaction.
· Works with peers and vendors to resolve problems within domain responsibility.
· Works with detailed specifications and job processes.
· Follows instructions and work plans with minimal supervision.
· Participate in training on new products and procedures.
· Maintains professional working relationships, which means dealing in a professional manner with other team members and customers. Is able to communicate effectively and accurately at all levels. Interfaces directly with managers from other groups during resolution of escalated problems. Seeks and accepts new responsibilities.
· Recommends areas needing improvement in support processes.
Required Experience:
· Specific and amount of on the job experience.
· Greater than 5 years Desktop support experience or equivalent combination of education and experience
· Experience with a Call tracking system preferred
Special Requirement:
· Licensing, travel, working conditions, varying work hours, overtime, etc.
· Degree (AA / BS / BA) in computer related field preferred
· Certification in a technical discipline preferred (A+, MCSE, etc.)
· Up to 30% travel
· Willingness to participate in holiday and illness coverage, when necessary, on a rotating basis
· Pager coverage as needed
· Flexible work hours and/or shift coverage
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