Technical Specialist in Mason, OH at Quest Diagnostics

Date Posted: 6/4/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    4690 Parkway Drive
    Mason, OH
  • Experience:
    Not Specified
  • Date Posted:
    6/4/2022
  • Job ID:
    req95160

Job Description

Technical Specialist

Basic Purpose:
The Technical Specialist is in a Software Engineering development and support role. This includes, but isn’t limited to, application specific project management, application development, release management, performance testing, vendor relations, process-oriented task and issue troubleshooting. 
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 software improvements of multiple enterprise-wide systems across all of IT operational applications and ensure seamless support of our customers.
Utilize helpdesk ticketing system to record and track daily support activities and investigation of customer issues.

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 application error logs and resolve issues as required
Analyze issues by performing root cause analysis; research, design, and code short-term and long-term solutions
Maintenance of existing integration code with enhancements and improvements
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

Qualifications:
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


Preferred 

5 years .Net development experience
5+ years healthcare development experience
Experience with ticketing systems such as SalesForce preferred
Other: Should possess a working knowledge of web-based applications
Should possess a working knowledge of relational databases
Application experience with MS Windows, MS Office, MS Teams, MS Outlook, and wireless communications/mobile device management
Excellent proficiency in problem solving and troubleshooting production issues
Excellent program debugging and proficiency in troubleshooting production issues
Excellent interpersonal and communication skills
Excellent organizational, time management, customer service, prioritization, and multi-tasking skills
Excellent knowledge of and proficiency in the software development lifecycle phases, project management, process management and change management
Preferred – Development of software solutions utilizing a variety of programming languages including SQL, C#, Perl, Java, JavaScript, etc.
Preferred – Knowledge of HTML, HL7, XML, JSON, Wiki, etc.
Preferred – Knowledge of Linux and Windows operating systems
Infrequent rotational weekend/holiday support on-call as needed
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

 Look for more than answers.  Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

You will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, we are on a continuous journey of discovery and development. It’s this attitude that has made us an industry leader and the #1 Diagnostic Lab in the US. For those joining us, we offer exciting and fast moving career opportunities where you can affect change at a rate unheard of in many organizations of our size and scope. While we invest in and develop technology to drive our innovations, our ongoing success relies on our people.

JOB SUMMARY: