The IT Support Analyst, End User Experience is an on-site, entry-level role for someone eager to gain hands-on experience in technical support, troubleshooting, and computer maintenance. The IT Support Analyst, End User Experience will assist in providing frontline support to end-users, resolving technical issues, and ensuring an efficient, smoothly running workplace environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following.  Other duties may be assigned.

Provides first-level support to users for desktop/laptop hardware, software, and peripheral equipment issues via in-person and remote assistance.Diagnoses and resolves technical issues related to the Windows operating system, Office applications, and various hardware peripherals.Guides users through basic problem-solving processes and answer questions regarding IT resources and services.Assists with setting up, configuring, and maintaining desktops, laptops, printers, and other office technology as needed.Logs, tracks, and escalates support tickets in the ticketing system, ensuring timely resolution and communication with end-users.Creates and maintains documentation for troubleshooting steps, FAQs, and common support processes to improve response efficiency.Assists in deploying software updates, patches, and configuration changes as directed.Works closely with senior technicians and the IT team to escalate issues and learn advanced troubleshooting skills.Assists with on call as needed

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or equivalent required; an associate degree in IT or related field is preferred with 6-12 months of relevant IT or technical support experience. Familiarity with Windows and/or Mac OS environments.  Basic knowledge of Microsoft Office Suite and common business software applications.  Understanding of computer hardware, peripherals, and networking basics required.  A+ Certification or equivalent (CompTIA, Microsoft, etc.) is a plus but not required.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Convey a skilled phone manner for handling internal and external customer’s issues.

Math Ability:

Ability to work with mathematical concepts such as probability and statistics. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Demonstrate the ability to work with minimal supervision and direction, work independently; demonstrate initiative and analytical analysis.

Computer Skills:

To perform this job successfully, an individual should have knowledge of word processing software, spreadsheet software, internet software, order processing systems, laboratory information systems, and IT Service Management systems.

Certificates and Licenses:

No certifications needed

HNL Lab Medicine is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

Address:

794 Roble Rd

Primary Location:

HNL- Roble

Position Type:

Onsite

Work Schedule:

Monday-Friday; 8:00a-4:30p, schedule may vary depending on business needs

Department:

1046-00029 IS Infrastructure and Support