Specialist III Solution Center

About the role

The Specialist III Solution Center provides technical assistance and support to end‑users across Lehigh Valley Health Network, ensuring smooth operation of systems and rapid resolution of hardware and software issues.

Key responsibilities

• Provide support for software, hardware, security, and network problems via multiple contact channels and document all activity in the service management system.
• Lead major incident management, coordinate with IS&T teams, and assist management with workforce and quality analysis to improve service level metrics.
• Train and coach Level 1 team members, serve as escalation point, and contribute to the knowledge‑base system.
• Participate in continual improvement efforts for IS&T and service desk workflows.

Required profile

• High School Diploma/GED with at least 5 years of related work experience.
• Strong knowledge of personal computer, mobile device, and network troubleshooting.
• Ability to work effectively in a team while being self‑motivated and disciplined.
• Attention to detail with capability to analyze data, identify problems, and develop solutions.

Required skills

• Hardware and software troubleshooting
• Network troubleshooting
• Service management system documentation
• Adherence to cybersecurity and compliance policies