IT Support Specialist, Solution Center & Escalations

Lehigh Valley Hospital; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

Lehigh Valley Health Network is seeking an IT Help Desk professional to provide frontline end-user support across the organization. You will troubleshoot software, hardware, and network issues, document incidents, and coordinate with IS&T teams to ensure timely resolutions.

This role emphasizes cybersecurity compliance, knowledge sharing, and coaching Level 1 staff to improve service delivery and user experience. A strong customer service mindset is essential.

Qualifications

• High School Diploma or GED required.
• At least 3 years of related work experience in IT support.
• Experience assisting end-users with hardware, software and network issues.

Responsibilities

• Provide software, hardware, security and network problem support via multiple channels and document activity in the service management system.
• Escalate and coordinate with IS&T teams as priorities require.
• Create and update knowledge base articles and contribute to process improvements.
• Train and coach Level 1 team members and act as escalation liaison.
• Support cybersecurity compliance and response procedures.

Skills

Customer support

Troubleshooting

Ticketing systems

End-user support

Education

High School Diploma/GED

Tools

Service management system

Job description

Lehigh Valley Health Network is seeking an IT Help Desk professional to provide frontline end-user support across the organization. You will troubleshoot software, hardware, and network issues, document incidents, and coordinate with IS&T teams to ensure timely resolutions.

This role emphasizes cybersecurity compliance, knowledge sharing, and coaching Level 1 staff to improve service delivery and user experience. A strong customer service mindset is essential.