Work Schedule:

This position is responsible for supporting, enhancing and maintenance of software infrastructure, applications and devices.

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

• Provides technical support to end users, team members, clients, and vendors by troubleshooting, researching, analyzing, and resolving system issues. Escalate complex issues as appropriate and monitor requests through resolution while keeping stakeholders informed.
• Ensures the safety, confidentiality, and security of employee and patient information in compliance with organizational policies, procedures, and regulatory requirements.
• Serves as a primary point of contact for support requests, triaging issues, prioritizing work based on severity and impact, and coordinating timely resolutions in accordance with established procedures.
• Monitors and maintains system performance to ensure applications and interfaces operate effectively and meet clinical and business requirements.
• Configures, maintains, and documents system definitions across multiple applications, ensuring accuracy and supporting organizational growth, enhancements, upgrades, and operational needs.
• Develops and maintains expertise in supported applications and integrated systems, serving as a resource for users and team members while promoting effective system utilization.
• Participates in testing, implementation, and support activities for system upgrades, vendor releases, interfaces, defect resolution, migrations, and other technology initiatives.
• Collaborates with cross-functional teams to identify solutions, implement system enhancements, configure new tools, and educate users to improve operational efficiency and productivity.
• Maintains accurate documentation for applications, system changes, configurations, policies, procedures, and audit requirements in accordance with change management standards.
• Builds and maintains positive working relationships with stakeholders across the organization while managing expectations and delivering high-quality customer service.
• Assists with onboarding, training, and development of new hires and team members and serve as a knowledgeable resource for ongoing support and education.
• Effectively manages multiple priorities in a dynamic environment and participates in on-call support rotations, including evenings, weekends, and holidays as required.
• Assists with onboarding, training, and development of new hires and team members and serves as a knowledgeable resource for ongoing support and education.
• Performs other duties as assigned in support of the department, organization, and health system objectives.

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, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor's degree from four-year college or university in Medical Technology, Information Science, or related field of study; or one to two years related experience and/or training; or equivalent combination of education and experience.

Knowledge of healthcare operations and data structures and the use of information system applications in the practicing healthcare environment - preferred

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.

Math Ability:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

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.

Computer Skills:

Proficiency in Windows operating systems, Microsoft Office Suite, and common business applications. Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.

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.

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