What are the responsibilities and job description for the Technical Analyst position at Quest Diagnostics?
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.
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
