Summary

Responsible for providing technical assistance and support to end-users across the organization. Troubleshoots hardware and software issues, triages, escalates, or resolves technical problems, leverages and maintains relevant knowledge base documentation, and ensures the smooth operation of Jefferson systems. Involves responding to user inquiries, providing guidance on technology tools, managing support tickets, and collaborating with other IS&T teams to implement solutions. Adheres to all organizational and regulatory cybersecurity and compliance policies when conducting service desk activities, enhances user experience, maintains productivity, and ensures that technology resources are effectively utilized across the organization.

Job description

Summary

Responsible for providing technical assistance and support to end-users across the organization. Troubleshoots hardware and software issues, triages, escalates, or resolves technical problems, leverages and maintains relevant knowledge base documentation, and ensures the smooth operation of Jefferson systems. Involves responding to user inquiries, providing guidance on technology tools, managing support tickets, and collaborating with other IS&T teams to implement solutions. Adheres to all organizational and regulatory cybersecurity and compliance policies when conducting service desk activities, enhances user experience, maintains productivity, and ensures that technology resources are effectively utilized across the organization.

Job Duties

Provides support for software, hardware, security, network problems, and questions via multiple customer contact channels, documents all activity in service management system following standard procedures, and adheres to established guidelines for cybersecurity policies and procedures, customer service skills, documentation quality, and response speed.
Coordinates with other IS&T team members to appropriately escalate and resolve issues as quickly as possible based on priority and severity.
Documents resolutions and contribute to knowledge base system to address commonly reported problems, questions, and known troubleshooting and resolution steps.
Participates in continual improvement efforts aimed at improving IS&T and service desk systems and workflows to enhance operational efficiency.

Minimum Qualifications

High School Diploma/GED
Less than 1 year related work experience

Preferred Qualifications

Possesses strong knowledge of troubleshooting personal computers, mobile devices, and network connectivity issues to ensure smooth and efficient operations.
Demonstrates the ability to work effectively in a collaborative team environment while remaining self-motivated and disciplined in completing tasks.
Shows excellent attention to detail with strong analytical skills to interpret data, identify problems, and develop effective solutions.
Maintains the ability to manage multiple and changing priorities in a fast-paced environment while delivering high-quality results.

Requirements

High School Diploma/GED
Less than 1 year related work experience
Strong knowledge of troubleshooting personal computers, mobile devices, and network connectivity issues
Ability to work effectively in a collaborative team environment
Self-motivated and disciplined in completing tasks
Excellent attention to detail with strong analytical skills
Ability to manage multiple and changing priorities in a fast-paced environment

Company overview

Lehigh Valley Health Network (LVHN) is a major healthcare provider and hospital network based in Allentown, Pennsylvania, serving the Lehigh Valley and Northeastern Pennsylvania regions. Founded in 1899, LVHN operates as a comprehensive healthcare system with 13 hospital campuses, 28 health centers, numerous primary and specialty care physician practices, and multiple urgent care locations. The network's flagship facility, Lehigh Valley Hospital-Cedar Crest, is Pennsylvania's third-largest hospital and features the state's first Level One Trauma Center. LVHN provides a wide range of medical services including specialized institutes for cancer care, heart and vascular treatment, surgical excellence, orthopedics, and neuroscience. The network operates the third-largest heart surgery program in Pennsylvania, performing over 1,200 open-heart procedures annually, and maintains one of the state's largest cancer centers treating over 2,400 new patients each year. In August 2024, LVHN completed a merger with Jefferson Health, becoming part of a larger healthcare system with 32 hospitals and over 700 locations across Pennsylvania. Prior to the merger, LVHN was the largest employer in the Lehigh Valley metropolitan region, with approximately 20,000 employees dedicated to providing comprehensive healthcare services to the community.