Specialist III Solution Center

Lehigh Valley Health Network, Inc.; Allentown (Lehigh County); On-site; USD 60,000 - 90,000; Full time

Job summary

Lehigh Valley Health Network is seeking a seasoned IT Support professional to provide technical assistance across the organization. You will troubleshoot hardware, software, security, and network issues, manage tickets, and ensure cybersecurity and compliance policies are followed.

You will lead major incidents, mentor Level 1 staff, and collaborate with IS&T teams to improve service levels, workflows, and knowledge resources, driving quicker resolutions and higher user satisfaction.

Qualifications

• High School Diploma or GED required.
• 5 years related work experience.

Responsibilities

• Provides support for software, hardware, security, network problems via multiple channels and documents all activity in the service management system.
• Serves as team lead and coordinator for major incident management and assists management with workforce and quality management analysis to improve service level metrics and team performance.
• 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.
• Coordinates with other IS&T team members to escalate and resolve issues based on priority and severity.
• Documents resolutions and contributes to knowledge base to address commonly reported problems and troubleshooting steps.
• Participates in continual improvement efforts to enhance IS&T and service desk systems and workflows.

Skills

Customer service

Team leadership

Incident management

Training coaching

Documentation

Cybersecurity policies

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, prepares reports, and ensures technology resources are effectively utilized to enhance user experience and productivity. Serves as team lead for major incidents and assists management with workforce and quality analysis to improve service level metrics and team performance.

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.
• Serves as team lead and coordinator for major incident management and assists management with workforce and quality management analysis to improve service level metrics and team performance.
• 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.
• Coordinates with other IS&T team members to appropriately **escalate** 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
• 5 years related work experience

Preferred Qualifications

• Possesses strong knowledge of personal computer, mobile device, and network troubleshooting to resolve technical issues efficiently.
• Demonstrates the ability to work effectively in a team environment while remaining self-motivated and self-disciplined in completing tasks.
• Shows attention to detail with the capability to analyze and interpret data, identify problems, and develop effective solutions.
• Maintains the ability to manage multiple and changing priorities in a fast-paced environment while ensuring quality outcomes.

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.

https://youtu.be/GD67a9hIXUY

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; 7:00a-3:30p

Department:

1004-13121 CSS-Info Services Customer Service