Specialist I Solution Center

Lehigh Valley Health Network; United States; On-site; USD 32,000 - 45,000; Full time

Job summary

Lehigh Valley Health Network is seeking an IT Service Desk professional to provide first-line end-user support across the organization, handling hardware, software, and network questions. You will triage, escalate where needed, and maintain knowledge base documentation to ensure smooth operation of systems.

Responsibilities include responding to user inquiries, guiding users on technology tools, managing tickets, and collaborating with IS&T teams to implement solutions while upholding

Qualifications

• High School Diploma or GED is required.
• Less than 1 year of related work experience.

Responsibilities

• Provides support for software, hardware, security, network problems, and questions via multiple contact channels; documents activity in the service management system.
• Coordinates with IS&T team members to escalate and resolve issues quickly based on priority and severity.
• Documents resolutions and contributes to the knowledge base to address common problems and steps.
• Participates in continual improvement efforts to enhance IS&T and service desk systems and workflows.

Skills

PC Troubleshooting

Mobile Device Troubleshooting

Network Connectivity

Team Collaboration

Attention to Detail

Education

High School Diploma/GED

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

Responsible for providing technical assistance and support to end-users across the organization. Troubleshoots hardware and software issues, triages, escalates, or resolves technical problems, leverages and maintains relevant knowledge base documentation, and ensures the smooth operation of Jefferson systems. Involves responding to user inquiries, providing guidance on technology tools, managing support tickets, and collaborating with other IS&T teams to implement solutions. Adheres to all organizational and regulatory cybersecurity and compliance policies when conducting service desk activities, enhances user experience, maintains productivity, and ensures that technology resources are effectively utilized across the organization.

Job Duties

• Provides support for software, hardware, security, network problems, and questions via multiple customer contact channels, documents all activity in service management system following standard procedures, and adheres to established guidelines for cybersecurity policies and procedures, customer service skills, documentation quality, and response speed.
• Coordinates with other IS&T team members to appropriately elevate and resolve issues as quickly as possible based on priority and severity.
• Documents resolutions and contribute to knowledge base system to address commonly reported problems, questions, and known troubleshooting and resolution steps.
• Participates in continual improvement efforts aimed at improving IS&T and service desk systems and workflows to enhance operational efficiency.

Minimum Qualifications

• High School Diploma/GED
• Less than 1 year related work experience

Preferred Qualifications

• Possesses strong knowledge of troubleshooting personal computers, mobile devices, and network connectivity issues to ensure smooth and efficient operations.
• Demonstrates the ability to work effectively in a collaborative team environment while remaining self-motivated and disciplined in completing tasks.
• Shows excellent attention to detail with strong analytical skills to interpret data, identify problems, and develop effective solutions.
• Maintains the ability to manage multiple and changing priorities in a fast-paced environment while delivering high-quality results.

Physical Demands

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *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.

Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.

Work Shift

Day Shift

Address

515 Hamilton St

Primary Location

Three City Center

Position Type

Onsite

Union

Not Applicable

Work Schedule

Monday-Friday; 10:30a-7:00p

Department

1004-13121 CSS-Info Services Customer Service