Senior Analyst Client Services

1004 Lehigh Valley Hospital; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Lehigh Valley Health Network is seeking an experienced IT professional to manage escalated endpoint security issues, mentor junior staff, and drive stability across desktop environments. You will contribute to strategic IT initiatives, balancing hands-on support with guidance, and help ensure compliant, secure operations.

The role involves coordinating OS upgrades, endpoint refreshes, and facility-driven renovations, with responsibilities spanning collaboration across IT teams and serving as

Qualifications

• High School Diploma/GED required.
• 5 years related work experience.
• Deep understanding of Windows OS, enterprise applications, and virtualization technologies (Citrix VDI).
• Proficiency with IT service management systems (ServiceNow) and project coordination tools.

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

Virtualization technologies

ServiceNow usage

Project coordination

Education

Associate’s Degree in related field

Tools

Citrix VDI

ServiceNow

VMware/Hyper-V

Job description

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

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.

Job Description 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.

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.

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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: day shift Department: 1004-13042 CSS-Av & Media Services 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.