Senior Analyst Client Services

LVHN; Allentown (Lehigh County); On-site; USD 65,000 - 90,000; Full time

Job summary

Lehigh Valley Health Network seeks an experienced IT professional to manage escalated endpoint security issues, mentor junior staff, and support desktop environment stability across the organization.

Responsibilities include leading OS upgrade projects, patch management, and policy enforcement, balancing hands-on work with strategic initiatives. The role emphasizes collaboration with IT teams and process improvement for IS&T operations.

Qualifications

• Must have Windows OS expertise and enterprise app knowledge.
• Experience leading deployments and endpoint refresh projects.

Responsibilities

• Resolve escalated issues requiring deep technical expertise.
• Train and guide junior technicians.
• Collaborate with IT teams on infrastructure projects.
• Serve as the primary liaison for complex client network service requests, including desktop solutions for hardware, software and OS needs.
• Lead and coordinate major projects such as OS upgrades and endpoint refreshes.

Skills

Windows OS

Enterprise applications

Citrix VDI

ITSM (ServiceNow)

Project coordination

Leadership

Policy development

Operational workflows

Education

High School Diploma/GED

Associate's Degree

Tools

ServiceNow

Citrix VDI

Job description

Summary

Manages escalated issues, mentors junior staff, and resolves issues related to endpoint security. Plays a pivotal role in ensuring the stability and security of desktop environments across the organization. Contributes to strategic IT initiatives such as system upgrades, patch management, and compliance enforcement. Balances hands‑on support with limited guidance and oversight.

Job Duties

• Resolve escalated issues requiring deep technical expertise.
• Train and guide junior technicians.
• Collaborate with IT teams on infrastructure projects.
• Serve as the primary liaison for complex client network service requests, including desktop solutions for hardware, software and OS needs.
• Lead and coordinate major projects such as OS upgrades (e.g., Windows 10 to Windows 11), endpoint refreshes, and facility‑driven renovations.

Minimum Qualifications

• High School Diploma/GED
• 5 years related work experience
• Deep understanding of Windows OS, enterprise applications, and virtualization technologies (e.g., Citrix VDI environments).
• Proficiency in IT service management systems (e.g., ServiceNow) and project coordination tools.
• Ability to lead complex deployments, OS upgrades, and endpoint refresh projects.
• Contribute to policy development and process improvement for IS&T operations.
• Capability to design and implement operational workflows and best practices.

Preferred Qualifications

• Associate's Degree in related field

Physical Demands

Lift and carry 40-50 lbs. Examples: Push/pull patients on bed, stretcher (requires 29 lbs. push force), lateral transfers up to 50 lbs. of the patient's weight. Frequent to continuous standing/walking. Patient transporters can walk 8-10 miles per shift. *Patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Equal‑Opportunity Statement

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.

Work Shift

Day Shift

Location and Contact

Address: 1200 S Cedar Crest Blvd
Primary Location: Lehigh Valley Hospital- Cedar Crest

Position Details

Position Type: Onsite
Union: Not Applicable
Work Schedule: day shift
Department: 1004-13042 CSS-Av & Media Services

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