Help Desk Support Analyst

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 health care 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 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

Provides support to end users on a variety of issues pertaining to software support, hardware, security, and network. Triages and / or resolves technical support issues via multiple customer contact channels. Coordinates with Technology teams for issue escalation and resolution and knowledge transfer.

Job Duties

• Provides support for software, hardware, security, network problems, and questions via multiple customer contact channels and documents all activity in service management system following standard procedures.
• Manages incoming customer support requests within established service metric guidelines for customer service skills, documentation quality, response speed, and adherence to standard process.
• Coordinates with other Technology team members to resolve issues as quickly as possible based on the severity and priority of the request.
• Assists with testing, researching, diagnosing, and resolving technical issues as related to new software / hardware rollouts.
• Submits content to knowledge base system to address commonly reported problems, questions, and known resolutions and troubleshooting steps.
• Relays communications to customers for scheduled and non–scheduled system maintenance and outages.

Minimum Qualifications

Physical Demands

Lift and carry 25 lbs. frequent sitting / standing, frequent keyboard use,

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 Valley Health Network is not responsible for any agency fees related to unsolicited resumes.