Help Desk Support Analyst

Lehigh Valley Health Network • Allentown, PA

392d

About The Position

The Help Desk Support Analyst provides essential technical support to end users, addressing a variety of issues related to software, hardware, security, and network. This role involves triaging and resolving technical support issues through multiple customer contact channels, ensuring effective communication and documentation of all activities. The analyst collaborates with technology teams for issue escalation and resolution, contributing to a seamless user experience within the health network.

Requirements

• High School Diploma/GED
• 1 year of experience in Information Technology.
• Attention to detail and ability to analyze and solve problems.
• Ability to work well in a team environment and be self-motivated.
• Knowledge of personal computer and network troubleshooting.
• Ability to effectively deal with multiple and changing priorities.

Responsibilities

• Provides support for software, hardware, security, and network problems via multiple customer contact channels.
• Documents all activity in the service management system following standard procedures.
• Manages incoming customer support requests within established service metric guidelines.
• Coordinates with other Technology team members to resolve issues based on severity and priority.
• Assists with testing, researching, diagnosing, and resolving technical issues related to new software/hardware rollouts.
• Submits content to the knowledge base system to address commonly reported problems and known resolutions.
• Relays communications to customers regarding scheduled and non-scheduled system maintenance and outages.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED
• Number of Employees: 10,001+ employees