Offer summary

Qualifications:

Bachelor's degree or equivalent work experience., 3-5 years of experience in technical support and troubleshooting of enterprise-wide systems., Strong customer service experience, preferably 3 to 5 years., Knowledge of clinical applications and workflow in a hospital environment..

Key responsabilities:

Monitor and manage support tickets to completion, ensuring timely resolution of issues.

Communicate proactively with Business Units to assess and update on issues.

Perform root cause analysis and escalate recurring issues to management.

Provide software support and troubleshoot problems across multiple enterprise systems.

Job description

The Technical Analyst will monitor tickets for severity and impact; provide software support for existing applications; troubleshoot and analyze problems and requirements; monitor issues for trends, and convert tickets to projects when required; manage support tickets to completion. This role will be responsible to continually drive software improvements and ensure seamless support of our customers.

This role is responsible for the support and troubleshooting of multiple enterprise-wide systems across all of IT lab and operational applications. Utilize helpdesk ticketing system to record and track daily support activities and investigation of customer issues.

Respond to issues in accordance with established Standard Operating Procedures and Service Level Agreements
Communicate proactively with Business Units to assess issues and provide periodic status updates, both short-term and long-term
Perform assessment analysis to identify scope of problems and escalate recurring issues to management
Support Problem Management calls; provide technical skills to research issues as required and participate on escalations and issue resolution teams to address chronic, priority issues
Proactively monitor Business Unit error logs and resolve issues as required
Analyze issues by performing root cause analysis; research and design short-term and long-term solutions
Maintain proficiency in application and product expertise and serve as an internal consultant in multiple applications and functionalities
Keep abreast of the new Quest Diagnostics technologies and organizational impact
Demonstrate ability to communicate effectively with all levels, including customers, technical personnel and management.
Rotational weekend/holiday support on-call as required
Please note the position requires on call coverage occasional nights and weekends.

Education Required: Bachelor's degree or equivalent work experience

Required Work Experience

3-5 years experience in technical support and troubleshooting of multiple enterprise wide systems
3 to 5 years Customer Service experience

Preferred Work Experience

End-user and manager application customer support
Clinical application and hospital workflow support
Sunquest Lab/Bloodbank administration experience
Medtech or QLS experience a plus

Knowledge

Must possess a working IT knowledge of clinical applications and workflow in a hospital environment
Must possess LIS General Laboratory, POC, Instrumentation, or HL7 interface experience
Infrastructure and hardware deployment experience is a plus

Skills

Excellent proficiency in problem solving and troubleshooting production issues
Excellent interpersonal and communication skills
Excellent organizational, time management, customer service, prioritization and multi-tasking skills
Learning on the Fly
Decision Quality
Priority Setting
Customer Focus
Problem Solving; Informing
Technical Learning
Functional/Technical Skills

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets

Required profile