Analyst Client Services

1004 Lehigh Valley Hospital; United States; In loco; USD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Lehigh Valley Health Network (LVHN) is seeking a Desktop Support Coordinator to oversee daily desktop support operations and ensure end-user computing environments are stable, secure, and efficient. You will prioritize and assign tickets, monitor SLAs, and collaborate with IT leadership on upgrades and asset management.

This onsite role requires a High School Diploma and 3 years of related experience, strong communication, and ability to work with cross-functional teams including security and

Competenze

• High School Diploma or GED required.
• At least 3 years of related work experience in desktop support.
• Familiarity with ITIL principles and incident management workflows.
• Understanding of Windows/macOS operating systems.

Mansioni

• Coordinate and oversee daily desktop support operations, ensuring timely resolution of incidents and requests.
• Assign, track, and monitor helpdesk tickets to maintain SLA compliance.
• Provide reporting on desktop support performance, trends, and improvement opportunities.
• Serve as an escalation point for desktop-related issues.
• Ensure timely resolution by liaising with support teams and vendors.

Conoscenze

End-user support

Communication

Cross-functional collaboration

Formazione

High School Diploma/GED

Strumenti

ITIL processes

Descrizione del lavoro

Company Overview

Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work. LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day. Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary

Responsible for overseeing and managing the daily operations of desktop support services within the organization. Acts as the central point of coordination, ensuring that end-user computing environments are stable, secure, and efficient. Prioritizes and assigns tickets and helps to ensure service-level agreements (SLAs) are met. Collaborates with IT leadership to plan upgrades, manage asset inventories, and implement best practices for desktop management. Plays a critical role in aligning desktop support services with business needs, ensuring employees have reliable access to the technology they require to perform effectively.

Job Duties

• Coordinate and oversee daily desktop support operations, ensuring timely resolution of incidents and requests.
• Assign, track, and monitor helpdesk tickets to assist with maintaining SLA compliance.
• Provide reporting on desktop support performance, trends, and improvement opportunities.
• Serve as an escalation point for desktop-related issues.
• Ensure timely resolution by liaising with support teams and vendors.

Minimum Qualifications

• High School Diploma/GED
• 3 years related work experience
• Familiarity with ITIL principles and workflows for incident and problem management
• Understanding of desktop hardware and operating systems (Windows/macOS)
• Ability to manage desktop deployments, upgrades, and testing schedules across teams
• Strong written and verbal communication skills for liaising between IT teams, end-users, and positions in leadership
• Work effectively with cross-functional teams, including network, security, and application support

Physical Demands

Lift and carry 7 lbs., continuous sitting >67%, frequent keyboard use/repetitive motion, frequent fine motor activity/wrist position deviation.

Job Details

Work Shift: Day Shift

Address: 1200 S Cedar Crest Blvd

Primary Location: Lehigh Valley Hospital- Cedar Crest

Position Type: Onsite

Union: Not Applicable

Work Schedule: Monday-Friday; 8:00a-4:30p

Department: 1004-13042 CSS-Av & Media Services

Video

https://youtu.be/GD67a9hIXUY

Disclaimer

This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Equal Opportunity

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

Culture and Mission

Lehigh Valley Health Network (LVHN) is the region's largest employer and health care provider of choice. Our nearly 20,000 health care professionals take pride in what they do and are driven by our mission to heal, comfort and care for the people of our community. LVHN is honored to be certified as a Great Place to Work®. LVHN's culture of trust - and the positive things colleagues said about working at LVHN when surveyed by Great Place to Work and Fortune - align perfectly with what makes a great workplace. This designation tells you that LVHN is a great place to work from hire to retire. If you are someone who aligns with LVHN's core values - Compassion, Integrity, Collaboration and Excellence - you will have a rewarding and successful career here.