Application Support Analyst I

1046 Health Network Laboratories LLC; Pennsylvania; Hybrid; USD 55,000 - 75,000; Full time

Job summary

HNL Lab Medicine seeks an IT support professional to maintain and enhance software infrastructure, applications, and devices across the organization. You will troubleshoot, coordinate resolutions, and safeguard patient data while supporting end users and clinical teams.

The role requires strong problem solving, documentation, and collaboration across departments, with on-call duties and remote work from Pennsylvania.

Qualifications

• Bachelor's degree in Medical Technology, Information Science, or related field (or equivalent experience).
• Proficiency in Windows, Microsoft Office Suite, and common business applications.
• Strong troubleshooting skills to diagnose and resolve technical issues.

Responsibilities

• Provide technical support to end users, team members, clients, and vendors by troubleshooting, researching, analyzing, and resolving system issues.
• Escalate complex issues as appropriate and monitor requests through resolution while keeping stakeholders informed.
• Ensure the safety, confidentiality, and security of employee and patient information in compliance with organizational policies, procedures, and regulatory requirements.
• Serve as a primary point of contact for support requests, triaging issues, prioritizing work based on severity and impact, and coordinating timely resolutions in accordance with established procedures.
• Monitor and maintain system performance to ensure applications and interfaces operate effectively and meet clinical and business requirements.
• Configure, maintain, and document system definitions across multiple applications, ensuring accuracy and supporting growth and upgrades.
• Develop and maintain expertise in supported applications and integrated systems, promoting effective system utilization.
• Participate in testing, implementation and support activities for upgrades, vendor releases, interfaces, migrations, and other tech initiatives.
• Collaborate with cross-functional teams to identify solutions and educate users to improve efficiency and productivity.
• Maintain documentation for applications, changes, configurations, policies, procedures, and audits per change management standards.
• Build and maintain positive relationships with stakeholders and assist with onboarding and training of new hires and team members.
• Manage multiple priorities and participate in on-call rotations including evenings, weekends, and holidays.

Skills

Troubleshooting

Windows

Microsoft Office

Communication

Education

Bachelor's degree in Medical Technology, Information Science, or related field

Job description

Work Schedule: Monday - Friday variable hours, dayshift, on call as scheduled

This position is responsible for supporting, enhancing and maintenance of software infrastructure, applications and devices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned. Provides technical support to end users, team members, clients, and vendors by troubleshooting, researching, analyzing, and resolving system issues. Escalate complex issues as appropriate and monitor requests through resolution while keeping stakeholders informed. Ensures the safety, confidentiality, and security of employee and patient information in compliance with organizational policies, procedures, and regulatory requirements. Serves as a primary point of contact for support requests, triaging issues, prioritizing work based on severity and impact, and coordinating timely resolutions in accordance with established procedures. Monitors and maintains system performance to ensure applications and interfaces operate effectively and meet clinical and business requirements. Configures, maintains, and documents system definitions across multiple applications, ensuring accuracy and supporting organizational growth, enhancements, upgrades, and operational needs. Develops and maintains expertise in supported applications and integrated systems, serving as a resource for users and team members while promoting effective system utilization. Participates in testing, implementation, and support activities for system upgrades, vendor releases, interfaces, defect resolution, migrations, and other technology initiatives. Collaborates with cross-functional teams to identify solutions, implement system enhancements, configure new tools, and educate users to improve operational efficiency and productivity. Maintains accurate documentation for applications, system changes, configurations, policies, procedures, and audit requirements in accordance with change management standards. Builds and maintains positive working relationships with stakeholders across the organization while managing expectations and delivering high-quality customer service. Assists with onboarding, training, and development of new hires and team members and serve as a knowledgeable resource for ongoing support and education. Effectively manages multiple priorities in a dynamic environment and participates in on-call support rotations, including evenings, weekends, and holidays as required. Assists with onboarding, training, and development of new hires and team members and serves as a knowledgeable resource for ongoing support and education. Performs other duties as assigned in support of the department, organization, and health system objectives.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: Bachelor's degree from four-year college or university in Medical Technology, Information Science, or related field of study; or one to two years related experience and/or training; or equivalent combination of education and experience. Knowledge of healthcare operations and data structures and the use of information system applications in the practicing healthcare environment - preferred Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Math Ability: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Computer Skills: Proficiency in Windows operating systems, Microsoft Office Suite, and common business applications. Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.

Certificates and Licenses: No certifications needed. HNL Lab Medicine 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.

Address: 1200 S Cedar Crest Blvd Primary Location: REMOTE IN PENNSYLVANIA Position Type: Remote Department: 1046-00016 Clinical Applications

We firmly believe that our employees drive the success of the organization. With success in mind as the ultimate goal, we strive to create and provide an environment that offers challenging, stimulating and rewarding opportunities. Join us and discover a work experience where diverse ideas are met with enthusiasm, and where you can learn and grow to your full potential. We're looking for individuals who align with our Core Values and enjoy working as a team to create satisfying outcomes for our patients, customers and clients. At HNL Lab Medicine, our patients are more than just test tubes. We understand the impact each test we analyze has on our patients' lives, and we never take that responsibility lightly. Headquartered in Allentown, Pennsylvania, we provide testing and related services to physician offices, hospitals, long‑term care facilities, employers, and industrial accounts. With more than 50 patient service centers throughout Pennsylvania, we provide accessible, patient‑focused laboratory services in the communities we serve. Our team of more than 2,000 professionals includes 109 board‑certified pathologists and scientific directors, along with more than 400 certified laboratory scientists and phlebotomists. Together, they bring deep expertise, operational excellence, accountability, and compassionate care to every test we perform.