Specialist II Solution Center

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

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 escalator 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.

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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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