Associate-HCLTech

Michigan
November 7, 2024
Part Time
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Job Description

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Job Title: Associate

Company: HCLTech

Location: Michigan

Pay:

AI Pay Analysis: To assess the competitiveness of the hourly rate for the “Associate” role in Michigan, it’s essential to consider factors such as the specific industry, the level of experience required, and regional economic conditions. Typically, associate-level positions, which may vary from entry-level to those requiring some experience, see hourly rates ranging from $15 to $30 depending on the sector. For example, jobs in retail or customer service may be on the lower end, while roles in finance, technology, or specialized fields could command higher wages. Comparing the offered rate to local averages, alongside industry benchmarks and cost of living considerations, will provide clarity on whether the rate is competitive. Overall, competitive compensation should not only attract talent but also reflect the skills and expectations associated with the role within Michigan’s job market.

Job description:

This position entails the tactical delivery of Regional Field IT Support services for Business Units pertaining to laboratory operations. Responsibilities encompass providing Tier-2 Field IT support, managing voice communications, data networking, desktop systems, Laboratory Information Systems (LIS) and Business Information Systems (BIS) equipment, imaging systems, facility systems, security administration, and asset management.

Duties and Responsibilities:

  • Provide desktop support, encompassing LAN/WAN and server administration, imaging systems, telecommunications, and instruments.
  • Troubleshoot and resolve all Service Center tickets assigned to your group, adhering to established Service Level Agreements (SLAs).
  • Conduct installation, maintenance, upgrades, and updates across systems in compliance with Standard Operating Procedures (SOPs).
  • Continuously update knowledge and skills related to evolving technologies and services provided by Field IT Support.
  • Deliver regular Management Reports and Metrics to document performance against SLAs utilizing standard tools such as HP Service Manager and Clarity.
  • Contribute to achieving team and Quest-specific short, mid, and long-term objectives.

Asset Management:

  • Assist in managing inventory, which includes the acquisition and disposal of all IT-related equipment in accordance with company policies.
  • Facilitate coordination of asset disposal for Quest Diagnostics Workstation (QSW) machines and peripherals.
  • Enforce compliance with Quest Diagnostics Information Technology Asset Management (ITAM) policies within the Business Unit.

Additional Responsibilities:

  • Willingness to travel up to 80%; a valid driver’s license is mandatory.
  • On-call coverage required as necessary and other duties as assigned.
  • Demonstrate effective time management and organizational skills.
  • Exhibit strong verbal and written communication capabilities.
  • Maintain a strong commitment to customer and employee satisfaction, fostering relationships with both internal and external customers.

Key expectations include providing support for on-call escalations, conducting root cause analysis for issues, independently resolving tickets within agreed SLA parameters, adhering to quality standards, regulatory requirements, and company policies. Additionally, involvement in value-added activities such as knowledge base updates, training new staff, and coaching analysts is paramount. Ensuring a positive customer experience and high Customer Satisfaction (CSAT), particularly through First Call Resolution and minimizing rejected resolutions or reopened cases, is essential.

Job Posting Date: Thu, 07 Nov 2024 05:10:01 GMT

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