The Technical Specialist is in a support role. This includes, but isn’t limited to, application specific project management, performance testing, vendor relations, customer relations, process oriented task and scrum master. 

The position requires three days on-site and two days can be remote.  

The Technical Specialist will monitor tickets for severity and impact; provide software support for existing applications; resolve and analyze problems and requirements; research and design short-term and long-term solutions; monitor issues for trends, and convert tickets to projects when required; develop and execute unit, system, and user acceptance test plans; develop  functional and design specifications; manage projects to completion. This role will be responsible to continually drive improvements for customer relations and retention and ensure seamless support of our customers.

Duties and Responsibilities:

• Respond to issues in accordance with established Standard Operating Procedures and Service Level Agreements
• Communicate proactively with Business 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
• 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.

• Utilize helpdesk ticketing system to record and track daily support activities and investigation of customer issues.

Education Preferred:

• Preferred - BS/BA degree in Computer Science/Information Systems or related field, or equivalent combination of education and work experience

Work Experience:

• 3-5 years experience in technical support and troubleshooting of multiple enterprise wide systems
• 3 to 5 years Customer Service experience
• Experience with ticketing systems such as Service Now

Desired Experience:  

• 10+ years healthcare development experience

Other:

• Should possess a working knowledge of mobile hardware components, mobile applications and web-based application
• Application experience with MS Windows, MS Office, MS Lync, MS Outlook, and wireless communications/mobile device management
• Proficiency in problem solving and troubleshooting production issues
• Excellent program debugging and proficiency in troubleshooting production issues
• Strong interpersonal and communication skills
• Excellent organizational, time management, customer service, prioritization and multi-tasking skills
• Knowledge of and proficiency in the software development lifecycle phases, project management, process management and change management
• Preferred – Knowledge of Label writers and Laser printers
• Desired – Knowledge of Laboratory Information Systems
• Rotational weekend/holiday support on-call as required
• Day Shift Hours – Slight change in shift hours may be required to provide adequate overlap of support coverage

Competencies: 

• 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 or any other legally protected status.