Technician III Client Services

1004 Lehigh Valley Hospital; Dickson City (Lackawanna County); On-site; USD 65,000 - 90,000; Full time

Job summary

Lehigh Valley Health Network (LVHN) is seeking an experienced IT Desktop Support professional to resolve complex issues across desktop infrastructure and endpoint management. You will contribute to system improvements, mentor junior staff, and help ensure policy compliance while collaborating with engineers, system administrators, and IT leadership.

The role requires strong analytical skills and independent work habits, with opportunities to influence long-term desktop support strategies and

Qualifications

• High School Diploma/GED.
• 5 years related work experience.
• Quickly learn new systems and tools as part of IS&T initiatives.
• Work effectively with team members and cross-functional groups during projects.
• Clear verbal and written communication for interacting with end-users and documenting incidents.
• Understanding of ticketing systems (ServiceNow) and workflow documentation.
• Awareness of IP addressing, connectivity troubleshooting, and basic network protocols.

Responsibilities

• Diagnose and resolve advanced issues related to operating systems 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.

Skills

Desktop support

Endpoint management

Ticketing systems

System administration

Education

High School Diploma/GED

Tools

ServiceNow

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 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.

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Work Shift: Day Shift Address: 1627 Chew St Primary Location: Lehigh Valley Hospital- 17th Street Position Type: Onsite Union: Not Applicable Work Schedule: Monday-Friday; 7:00a-3:30p Department: 1004-13121 CSS-Info Services Customer Service

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®. LVHN’s culture of trust - and the positive things colleagues said about working at LVHN when surveyed by Great Place to Work and Fortune - align perfectly with what makes a great workplace. This designation tells you that LVHN is a great place to work from hire to retire. If you are someone who aligns with LVHN’s core values - Compassion, Integrity, Collaboration and Excellence - you will have a rewarding and successful career here.