What are the responsibilities and job description for the Desktop Support Engineer L1 position at Iron Systems, Inc?
Duties And Responsibilities
Project Leadership:
Project Leadership:
- Participate and execute small- to medium-sized 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 and ensuring adequate preparation and communication for all changes.
- 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.
- Identify solutions to prevent / minimize recurrence of problems; execute and oversee corrective actions to ensure they are implemented successfully
- 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 vía 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 Service Center and Clarity.
- Participate and provide direction for the Regional Field IT Support function, identifying and communicating short-, medium-, and long-term goals.
- Collaborate with service partners, suppliers, internal functions and management to support teams
- Manage inventory, including acquisition and disposal of all IT related equipment according to policies.
- Assist in the 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.
- Develop and participate in customer/user classroom training as necessary.
- 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."
