Field Support Technician

AmeriPath, a Quest Diagnostics Subsidiary, is one of the leading anatomic pathology practices in the United States offering a broad range of testing and information services used by physicians in the detection, diagnosis, evaluation and treatment of cancer and other diseases and medical conditions. AmeriPath's extensive diagnostics infrastructure includes over 400 pathologists and doctorate-level scientists providing services in over 40 independent pathology laboratories and in more than 200 hospitals across the US! AmeriPath...Improving Diagnostics. Improving Lives. Responsible for identifying, escalating, resolving and documenting the results for support issues that are brought to the attention of Deskside Support. This is accomplished by performing internal and remote customer support for network and desktop issues, office automation, application questions, telephone problems, fax, videoconference, and other general inquires. Responsibilities also include supporting existing applications including: problem determination, developing a work around for the problem, and implementing a solution. With little supervision: Ask the appropriate questions to quickly and efficiently determine the correct support issue, so that adequate information is available to begin resolving the issue. Utilize sound diagnostic techniques to troubleshoot or research technical problems reported by users. Correct problems once identified and work with users to ensure satisfactory resolution, document the resolution and close the work order. Follow verbal and written procedures for escalating support requests to other staff members when appropriate. Retain ownership of each escalated support request by following up on and documenting the resolution in the work order. Be able to work on multiple work orders at a time. Take care of diverse tasks and technology issues. Manage relatively complex problems. Ensure that a work order is created for every support request that you resolve or escalate. Complete database entries and ensure accuracy in the work order tracking system. Continuously develop competency with company systems and applications. Act as the escalation point for the National Support Center. Suggest changes to procedures or technology configurations to improve Support Services efficiency. Partner with the business in order to provide the highest levels of support. Provide training and mentoring to more junior peers. Ensure that work orders that become over due are immediately brought to the attention of your immediate supervisor.    Required Skills: An individual must be able to perform each essential duty mentioned above satisfactorily. Requires a Bachelor's degree in computer science or related field and 2-4 years of directly related experience; OR equivalent combination of education, experience and training. Ability to work with a variety of stakeholders including consultants, users, technical personnel and business users to resolve problems in a timely and effective manner. Strong "attention to detail skills" resulting in a high degree of accuracy and minimal rework in tasks performed. Ability to manage several tasks simultaneously and sound business sense in prioritizing activities. Maintains awareness of changing technology and processes and makes an effort to adapt and or recommend changes regarding current responsibilities. An aptitude for customer service skills such as taking ownership, sense of urgency, promoting a positive work environment, and dependability especially when providing support. Physical Demands: Must be able to lift/carry computer equipment, connect computer components under desks, move about the office, effectively communicate in person and on the phone, efficiently use computer and filing systems and complete required paperwork. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Along with competitive salaries and career growth opportunities, regular full time employees who work at least 32 hours per week are eligible for Health and Dental plans, a vision plan and a 401(k) retirement plan - all of which include company contributions. There are also disability plans available, flexible savings plans, college savings plans, and tuition reimbursement. AmeriPath also offers paid time off, as well as discounts for movie tickets, a Life Balance Employee Assistance program, and much more. AmeriPath is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor. To Apply for this position, please CLICK HERE