Technician III Client Services

Lehigh Valley Health Network, Inc.; Allentown, Northern (Lehigh County, KY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Lehigh Valley Health Network, Inc. is seeking an experienced desktop support specialist responsible for resolving complex technical issues beyond Tier 1 and 2.

The role requires deep expertise in desktop infrastructure, endpoint management, and collaboration with engineers and IT leadership to drive improvements. You will mentor junior staff, document advanced procedures, and ensure system stability while adhering to IT policies.

Qualifications

• Advanced troubleshooting of operating systems, applications, and endpoints.
• Strong communication with end-users and teams.
• Experience mentoring Tier 1/2 staff and sharing knowledge.
• Ability to document procedures and contribute to knowledge base.

Responsibilities

• Diagnose and resolve advanced desktop issues across OS and enterprise apps.
• Collaborate with IT teams to ensure security and standard configurations.
• Mentor and guide Tier 1/2 staff in best practices.
• Document complex troubleshooting steps for the knowledge base.
• Communicate clearly with end-users to ensure satisfaction.

Skills

Advanced desktop support

Mentoring

Documentation

Ticketing systems

Education

High School Diploma/GED

Tools

ServiceNow

Job description

**Join a team that delivers excellence.**Lehigh Valley Health Network (LVHN) is home to nearly 23,000 colleagues who make up our talented, vibrant and diverse workforce.Join our team and experience firsthand what it's like to be part of a healthcare organization that's nationally recognized, forward-thinking and offers plenty of opportunity to do great work.Imagine a career at one of the nation's most advanced health networks.Be part of an exceptional healthcare 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 healthcare possible every day.Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network. **Summary** Responsible for resolving the most complex technical issues that Tier 1 and Tier 2 staff cannot address. Requires advanced expertise in desktop infrastructure and endpoint management systems. Assist with the implementation of system improvements and provide guidance to junior staff. Maintain system stability, ensuring compliance with IT policies, and supporting strategic technology initiatives across the organization. This position demands strong analytical skills, deep technical knowledge, and the ability to work independently while collaborating with engineers, system administrators, and IT leadership. Expected to act as subject matter experts, contributing to long-term planning and the continuous improvement of desktop support services. **Job Duties*** Diagnose and resolve advanced issues related to operating systems, enterprise applications, and endpoint security.* Collaborate with IT teams to ensure desktop environments align with organizational standards and security policies.* Mentor and provide technical guidance to Tier 1 and Tier 2 support staff.* Document advanced troubleshooting procedures and contribute to the knowledge base.* Communicate effectively with end-users to ensure clarity and satisfaction **Minimum Qualifications*** High School Diploma/GED* 5 years related work experience* Quickly learn new systems and tools as part of ongoing IS&T initiatives.* Work effectively with team members and cross-functional groups during projects (e.g., after-hours support and pilot discussions).* Clear verbal and written communication for interacting with end-users and documenting incidents.* Understanding of ticketing systems (e.g., ServiceNow) and workflow documentation.* Awareness of IP addressing, connectivity troubleshooting, and basic network protocols. **Additional Qualifications** **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.