Help Desk Support Analyst

Lehigh Valley Health Network • Allentown, PA

4d • Onsite

About The Position

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.

Requirements

• High School Diploma/GED
• 1 year Experience in Information Technology.
• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED