Specialist II Solution Center

1004 Lehigh Valley Hospital; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer support

Troubleshooting

Desktop support

End-user support

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, ensuring smooth operation of systems and resolving hardware and software issues. Troubleshoots problems, manages support tickets, and collaborates with IS&T teams to implement solutions while adhering to cybersecurity and compliance policies. Maintains knowledge base documentation, provides training and coaching to Level 1 team members, and serves as an escalation point for major incidents. Acts as a liaison to IS&T teams for knowledge transfer and issue resolution to enhance user experience and optimize technology resources.

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 escalat 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. Provides training and coaching to level 1 team members and serves as escalation point and liaison to IS&T teams for knowledge transfer and issue management and resolution.

Minimum Qualifications

High School Diploma/GED 3 years related work experience

Preferred Qualifications

Possesses strong knowledge of troubleshooting personal computers, mobile devices, and network connectivity issues to ensure smooth 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.

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.

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Work Information

• Work Shift: Day Shift
• Address: 515 Hamilton St
• Primary Location: Three City Center
• Position Type: Onsite
• Union: Not Applicable
• Work Schedule: Monday-Friday; 7:00a - 3:30p
• Department: 1004-13121 CSS-Info Services Customer Service

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®.