Senior Help Desk Support Analyst

Career Opportunity At Lehigh Valley Health Network

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. Serves as escalation point and liaison to Technology teams for knowledge transfer and problem management and resolution.

Job Duties

• Provides support for software, hardware, security, and network problems and questions via multiple customer contact channels and documents all activity in service management system following standard procedures.
• Function as tier 2 liaison to Support Center and Technology teams for issue resolution, knowledge transfer, and problem management.
• Analyze and audit agent work quality and performance and provide appropriate coaching.
• Functions as a coach and mentor to team members to achieve workflow standardization and design across the organization.
• Maintains and approves content within knowledge base system through entry of 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

• Associate's Degree in Information Sciences and Technology related field
• Preferred work experience will be considered in lieu of degree
• 2 years progressive experience in Information Sciences and Technology related field or
• 2 years experience working in a Technical Service Desk environment.
• Attention to detail and ability to analyze and solve problems and interpret data.
• Ability to work well in a team environment and to be self motivated and self disciplined.
• Knowledge of personal computer and network troubleshooting.
• Effectively deals with multiple and changing priorities.

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.