Job Description

Position : Help Desk Support

Location : Dallas, TX (Onsite)

Job Description:

The Help Desk analyst will diagnose and resolve complex problems via remote means, which may involve hardware, packaged software, peripheral equipment, and proprietary software. Recognize problems outside the CHD environment and escalate to the Functional Support Groups, including CHD Sr Analysts. Enter all data on calls handled in Service Now and provide "follow-up" to ensure calls are resolved and closed promptly. The Help Desk analyst will retain "ownership" of the ticket until resolution is confirmed unless escalated to another resolver group.

The analyst is accountable for meeting Individual and team Key Performing Indicators as well as handling high-severity issues within established timeframes.

Responsibilities/Accountabilities

1. Diagnose and resolve problems related to the use of Quest Diagnostics hardware, software, peripheral devices, communication packages, host and LAN/WAN connectivity or other problems.
2. Understand and comply with security and support policies and procedures.
3. Recognize problems and alert appropriate escalation points as needed. (CHD Sr staff or other FSG's as required)
4. Uses appropriate tools to log, track, escalate, resolve, and close calls and Incidents received by the help desk.
5. Follow up on all reported problems, ensuring complete customer satisfaction.
6. Working relationships
   1. Perform in a professional manner in all dealings with other team members and customers.
   2. Set an example for personal leadership.
   3. Communicate effectively and accurately at all levels.
   4. Interface directly with managers and analysts from other functional support groups when dealing with the escalation of issues or Incidents.
   5. Seek and accept new responsibilities.
7. Comply with and proactively contribute to the improvement of all established processes and procedures to ensure regular adherence to Service Level Agreements and Service Level Objectives
8. Provide excellent customer service to callers by:
   1. Interacting directly with customers according to Help Desk standard operating procedures.
   2. Using verbiage that is easily understood by non-technical customers.
   3. Responding to Incidents in accordance with Service level agreements and service level objectives.
   4. Communicating with the Incident-owning FSG's regularly according to procedures
9. Provide superior technical support to callers by:
   1. Troubleshooting and utilizing appropriate questions to pinpoint issues using all procedural and technical tools provided by Quest Diagnostics.
   2. Escalating issues to the appropriate FSG's or CHD Sr Analysts in a timely fashion to ensure SLAs and SLOs are met.
10. Be accountable for performance standards including Key Performance Indicators (KPIs) and performance goals set by the Help Desk Management team.
11. Keep up to date with new technical processes identified and provided for job responsibilities.
12. Classify all technical issues appropriately into the ticketing / call tracking software to assist with Root Cause Analysis.
13. Comply with Quest Diagnostics' mission and standards.
14. Accept changes in the organization, including additional job responsibilities when appropriate.

Qualifications / Education

1. Strong background in use of Help Desk tools, processes, procedures, and environment, including call tracking software (Service Now, Five9, QLS)
2. Excellent analytical, problem-solving, customer service and communication (written and verbal) skills.
3. 1-3 years of strong customer service and technical support experience
4. Proven ability to write clear and concise problem descriptions.
5. Strong technical understanding of products supported by Quest Diagnostics.
6. Knowledge of Help Desk Best Practices and attainment of certification from appropriate Help Desk Institutes
7. Knowledge Management experience
8. Degree (AA / BS / BA) in computer related field. (Desired)
9. Demonstrated knowledge of PC operating systems, networking architecture, hardware and peripheral device configurations and connectivity methods.
10. Basic knowledge of Internet browsers, remote access / communication packages.
11. Ability to identify basic components of data and voice networks.
12. Ability to use the core products in the MS Office Suite.
13. Strong ability to work through complex problems and provide efficient and effective solutions.
14. Proven ability to deliver a high level of quality customer service.

1. Willingness to participate in holiday and illness coverage, when necessary, on a rotating basis
2. On-Call / Pager coverage as needed
3. Flexible work hours and/or shift coverage.
4. Saturday Coverage

Products Supported

1. Quanum eLabs (LO&R)
   1. All Hardware and peripherals (Quest Diagnostics and Client owned)
   2. All application support of the product
   3. Connectivity support for Quest Provided Broadband
   4. AutoReceive/Lightning application support - Print / HL7
   5. First level Bridge Support

1. Quanum eLabs LO&R PSC
   1. Quanum eLabs LO&R IDAA / Single Accessioning
      1. Printer Support / Install drivers for peripherals.
      2. Peripheral Support for Scanning / data collection
   2. Cash Collection support
      1. Engage vendor as required.
      2. Peripheral Support for Scanning / data collection
   3. Appointment Scheduler support
      1. Engage vendor.
      2. Coordinate new site activation / creation (escalate INC)
      3. Password resets
      4. General application support
   4. Intelliquest support
   5. WebMail support
   6. VPN connectivity
      1. SSL / VPN (IOP Solution)
      2. Cisco VPN Client (PSC Solution)
   7. eScreen123
      1. Escalate to vendor as determined.
   8. Peoplesoft access (PSC environment)
   9. Concur print support (java)
   10. Driver License scan
   11. Active Directory (PSC environment)
       1. Reset inactive users.

1. Quanum eLabs for healthcare professionals (L&M & LSM)
   1. All Hardware and peripherals (Quest Diagnostics and Client owned)
   2. All application support of the product
   3. Connectivity support for Quest Provided Broadband
   4. Auto receive application support - Print / HL7 / PDF
   5. First level Bridge Support

1. CPU Interface
   1. Check for demographic errors and requeue.
   2. Check for connect failures (VPN & other) and escalate.
      1. Impact
      2. Hub
      3. Cloverleaf

1. Teleprinter support
   1. teleprinter / telecom connection support
   2. Report tracker support
   3. Laser printers
   4. Verify swap process and activate / change as needed.

1. LIS Support (Q-Suite QLS and non-standard LIS systems)
   1. QLS (Standard)
      1. Modify Client / Autodial / fax / ADG reporting functions for resolving reporting failures.
      2. Database inquiries (patient / ordering / resulting)
      3. Database inquiries (client / order / resulting / UPIN-NPI)
      4. Change Order (CPU HL7)
      5. Re-queuing result data to Care360 products / HUB / CPU
      6. Q-Suite conversion Support

1. Query Tool
   1. Password reset.
   2. General user support / account modifications

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