The Customer Support Services Analyst provides remote technical support by conducting initial assessment, triage, troubleshooting and resolution of basic issues with network, intranet, internet, telephony, software and hardware components for the St. Luke's user community 24/7/365.
JOB DUTIES AND RESPONSIBILITIES:
Performs remote diagnostic and troubleshooting on SLUHN devices
Applies technical skills to identify and resolve service inquiries received from user community into the Service Desk. These inquiries are related to but are not limited to team benchmarking for First Call Resolution and overall productivity based on individual goals and KPI’s set by Manager
Enter all customer related information, questing for accurate and concise data for the creation of valid reports into the ITSM application
Escalate unresolved service inquiries to correct IT support team
Act as a central point of contact in crisis/incident situations and disseminate pertinent information as necessary according to Service Desk procedures
Monitor trends related to potential service interruptions or global incidents
Follows Incident Management notification policies
Maintains extensive knowledge of standard hospital support components as documented in the IT Knowledge Base
Completes competencies related to Service Desk Training on support components as determined by the Manager
PHYSICAL AND SENSORY REQUIREMENTS:
Sitting for up to 7 hours per day, 4 hours at a time; standing for up to 7 hours per day, 4 hours at a time; walking for up to 2 hours a day, 1 hour at a time. Requires crouching, kneeling, and lifting of objects weighing up to 60 pounds, pushing objects weighing up to 80 pounds. Requires hand and finger dexterity to perform repairs of small equipment and to use computer equipment. Seeing as it relates to general, near, color and peripheral vision. Hearing as it relates to normal and telephone conversations.
EDUCATION:
Associates degree or above in a related Information Technology or Computer Science field required or High School diploma/GED along with comparable years of experience.
TRAINING AND EXPERIENCE:
Two years PC/LAN support experience preferred. Printer knowledge and support. Call center experience in a Service Desk environment.Healthcare IT experience
Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!
Founded in 1872, St. Luke’s University Health Network (SLUHN) is a fully integrated, regional, non-profit network of more than 23,000 employees providing services at 16 campuses and 350+ outpatient sites. With annual net revenue of $4 billion, the Network’s service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke’s hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke’s Children’s Hospital. Dedicated to advancing medical education, St. Luke’s is the preeminent teaching hospital in central-eastern Pennsylvania. In partnership with Temple University, the Network established the Lehigh Valley’s first and only four-year medical school campus. It also operates the nation’s longest continuously operating School of Nursing, established in 1884, and over 50 fully accredited graduate medical educational programs with more than 500 residents and fellows. In 2022, St. Luke’s, a member of the Children’s Hospital Association, opened the Lehigh Valley’s first and only free-standing facility dedicated entirely to kids. SLUHN is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. The Network’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Premier 13 times total and eleven years in a row, including in 2023 when it was identified as THE #4 TEACHING HOSPITAL IN THE COUNTRY.
