Job Summary

Role is based in Atlanta, GA. Basic PurposeThe Internal  Field Support Engineer is responsible for delivering day‑to‑day Tier 2 technical support across Internal  Quest Diagnostics sites, partner facilities, and collection or laboratory environments. This role ensures continuity of IT services across desktops, networks, telecom systems, laboratory instruments, facility technology, and collaboration platforms. The position plays a key role in resolving complex technical issues at remote locations, supporting field deployments, and ensuring high availability of IT infrastructure for Internal  customers.Role OverviewThe Internal  Field Support Engineer provides advanced onsite technical support for Internal  Quest Diagnostics environments, including end‑user devices, network infrastructure, enterprise applications, and specialized site technologies. This position manages escalations from Level 1 support teams, performs installations and upgrades, and delivers SLA‑driven service aligned with organizational standards, customer expectations, and ITIL frameworks.Key ResponsibilitiesTechnical Support & Issue ResolutionRespond to Level 1 escalations and resolve complex IT issues across Internal  Quest Diagnostics locations.Troubleshoot hardware, Windows/Mac OS, collaboration tools (Outlook, Teams), enterprise applications, and foundational networking issues.Maintain strong ServiceNow ticket hygiene with accurate notes, work logs, and timely status updates.Perform IMAC activities (Install, Move, Add, Change) for all supported systems and equipment.Conduct OS deployments, patching, configuration updates, and endpoint provisioning following SOPs and customer requirements.Provide hands‑on support for:Desktop/laptop devicesLAN/WAN connectivityTelecom/VoIP systemsImaging devicesLIS/BIS laboratory instrumentsFacility and environmental IT systemsSystem, Project & Collaboration ResponsibilitiesParticipate in IT projects, system migrations, refresh cycles, and hardware/software rollouts across Internal  sites.Collaborate with SMEs, network teams, Internal  site leadership, vendors, and service providers to troubleshoot and resolve issues.Maintain detailed documentation for incidents, SOPs, change requests, and customer-mandated records.Asset ManagementOversee IT inventory across Internal  locations, including procurement, lifecycle tracking, deployment, and disposal.Support onboarding by provisioning required devices and equipment for Internal  users.Support offboarding by recovering IT assets from departing staff and contractors.Work closely with Hardware Asset Management (HAM) teams on equipment refresh and upgrade cycles.Assist in coordinating disposal of Quest Diagnostics Workstation (QSW) devices and peripherals.Ensure compliance with IT Asset Management (ITAM) policies across all customer environments.Other ResponsibilitiesTravel up to 10% to Internal facilities within the assigned region.Participate in on‑call rotation for critical field incidents.Maintain a valid driver’s license.Work extended or shifted hours during outages, migrations, or major incidents.Perform additional customer-facing field duties as assigned.Required Skills & CompetenciesStrong troubleshooting expertise across hardware, Windows/Mac OS, networking basics, imaging tools, Autopilot, and endpoint management platforms.Working knowledge of ITIL processes and ServiceNow.Excellent communication, customer service, and documentation skills suited for Internal customer support.Ability to work independently across remote environments with minimal supervision.Strong organizational skills with the ability to manage multiple prioriti

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services To Ensure Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Asset Management Tools To Identify And Rectify Recurring Problems.
3. Conduct Knowledge Base Updates And Management, Facilitating Training Sessions For New Hires And Coaching Analysts To Enhance Team Capabilities.
4. Independently Resolve Tickets Within The Agreed Service Level Agreement (Sla) For Ticket Volume And Response Time, Utilizing Asset Management Software To Track And Manage Incidents Effectively.
5. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) Scores By Striving For First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. In-Depth Knowledge Of Asset Management Services And Tools.
2. Strong Analytical And Problem-Solving Skills.
3. Proficient In Ticketing Systems And Incident Management Processes.
4. Excellent Communication And Interpersonal Skills.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Certification In Asset Management (Optional But Valuable)