Senior Analyst Client Services

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.

Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary
Manages escalated issues, mentors junior staff, and resolves issues related to endpoint security. Plays a pivotal role in ensuring the stability and security of desktop environments across the organization. Contributes to strategic IT initiatives such as system upgrades, patch management, and compliance enforcement. Balances hands-on support with limited guidance and oversight.
Job Duties

• Resolve escalated issues requiring deep technical expertise.
• Train and guide junior technicians.
  
• Collaborate with IT teams on infrastructure projects.
• Serve as the primary liaison for complex client network service requests, including desktop solutions for hardware, software and OS needs.
• Lead and coordinate major projects such as OS upgrades (e.g., Windows 10 to Windows 11), endpoint refreshes, and facility-driven renovations.

Minimum Qualifications

• Bachelor's degree in Information Technology, Computer Science, Electronics, Telecommunications, or related field preferred
• Equivalent combination of education and experience accepted
• Deep understanding of Windows OS, enterprise applications, and virtualization technologies (e.g., Citrix VDI environments).
• Proficiency in IT service management systems (e.g., ServiceNow) and project coordination tools.
• Ability to lead complex deployments, OS upgrades, and endpoint refresh projects.
• Contribute to policy development and process improvement for IS&T operations.
• Capability to design and implement operational workflows and best practices.
• 5+ years of experience in Audio Visual, Unified Communications, or Collaboration Technologies
• Experience supporting enterprise conference rooms, executive boardrooms, and event spaces
• Proven experience leading AV projects and technology deployments

Technical Expertise

• Design and standardize enterprise collaboration solutions
• Lead AV and Teams Room deployments
• Act as a subject matter expert for conferencing technologies
• Resolve escalated technical issues
• Manage vendor relationships and technology roadmaps
• Create standards, documentation, and operational procedures
• Conduct technology evaluations and proof-of-concepts
• Ensure high availability of meeting room services
• Support executive leadership events and presentations

Physical Demands
Lift and carry 40-50 lbs. Examples: Push/pull patients on bed, stretcher (requires 29 lbs. push force), lateral transfers up to 50 lbs. of the patient's weight. Frequent to continuous standing/walking. Patient transporters can walk 8-10 miles per shift. *Patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.
Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network 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.

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Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.

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