Specialist II Solution Center

Lehigh Valley Health Network • Allentown, PA

1d • Onsite

About The Position

The Specialist II Solution Center provides technical assistance and support to end-users across the organization, helping ensure systems operate smoothly and resolving hardware and software issues. The position troubleshoots problems, manages support tickets, and collaborates with IS&T teams to implement solutions while following cybersecurity and compliance policies. It maintains knowledge base documentation, trains and coaches Level 1 team members, and serves as an escalation point for major incidents. The Specialist also acts as a liaison to IS&T teams for knowledge transfer and issue resolution, supporting a strong user experience and effective use of technology resources.

The role is onsite at Three City Center, 515 Hamilton St. The work schedule is Monday through Friday, 7:00 a.m. to 3:30 p.m., on the day shift.

Requirements

• High school diploma or GED.
• Three years of related work experience.

Nice To Haves

• Strong knowledge of troubleshooting personal computers, mobile devices, and network connectivity issues.
• Ability to work effectively in a collaborative team environment while remaining self-motivated and disciplined in completing tasks.
• Excellent attention to detail and strong analytical skills to interpret data, identify problems, and develop effective solutions.
• Ability to manage multiple and changing priorities in a fast-paced environment while delivering high-quality results.

Responsibilities

• Provide support for software, hardware, security, and network problems and questions through multiple customer contact channels.
• Document activity in the service management system according to standard procedures and follow cybersecurity, customer service, documentation quality, and response-time guidelines.
• Coordinate with IS&T team members to escalate and resolve issues according to priority and severity.
• Document resolutions and contribute to the knowledge base with commonly reported problems, questions, and troubleshooting and resolution steps.
• Participate in continual improvement efforts to improve IS&T and service desk systems and workflows.
• Train and coach Level 1 team members.
• Serve as an escalation point and liaison to IS&T teams for knowledge transfer, issue management, and resolution.

What This Job Offers

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