IT Service Desk Specialist II – Onsite & Escalation

1004 Lehigh Valley Hospital; United States; Sur place; USD 42 000 - 65 000; Plein temps

Résumé du poste

Lehigh Valley Health Network is seeking an IT Help Desk professional to provide technical assistance to end-users and ensure smooth operation of systems across the organization. You will troubleshoot hardware and software issues, document actions, and work with IS&T teams to implement solutions while following cybersecurity policies.

Responsibilities include supporting software/hardware/network problems, escalating as needed, and contributing to the knowledge base while coaching Level 1 staff

Qualifications

• High School Diploma/GED with 3 years related work experience.
• Experience providing technical assistance to end-users across an organization.
• Ability to troubleshoot hardware, software, and network issues.

Responsabilités

• Provides support for software, hardware, security, network problems via multiple customer contact channels, documents activity in service management system and follows cybersecurity policies.
• Escalates and resolves issues quickly based on priority and severity; collaborates with IS&T teams and mentors Level 1 staff.
• Documents resolutions and contributes to knowledge base with troubleshooting steps; participates in continual improvement of IS&T service desk workflows.

Connaissances

Customer support

Troubleshooting

Desktop support

End-user support

Formation

High School Diploma/GED

Description du poste

Lehigh Valley Health Network is seeking an IT Help Desk professional to provide technical assistance to end-users and ensure smooth operation of systems across the organization. You will troubleshoot hardware and software issues, document actions, and work with IS&T teams to implement solutions while following cybersecurity policies.

Responsibilities include supporting software/hardware/network problems, escalating as needed, and contributing to the knowledge base while coaching Level 1 staff