Lehigh Valley Health Network-posted 7 months ago
Full-time • Mid Level
Remote • Allentown, PA
Hospitals

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.

  • 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.
  • 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.
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