Associate IT Support Technician

Kaiser Permanente; Denver (CO); On-site; USD 42,000 - 64,000; Full time

Job summary

Kaiser Permanente is seeking an individual contributor to provide first level IT and product support, resolving non-complex issues and escalating as needed. The role emphasizes customer service, documentation, and adherence to procedures while supporting routine troubleshooting with leadership guidance.

Ideal candidates will have a related Associate degree or IT experience, strong communication, and the ability to work collaboratively in a healthcare environment.

Qualifications

• Associates degree or equivalent in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field
• OR
• Minimum one year IT experience
• OR
• Microsoft certification related to IT support (e.g., A+, MCP)

Responsibilities

• Provides first level support to resolve problems with products and applications by meeting customer service standards.
• Follows incident escalation procedures and notifies leadership as needed.
• Maintains knowledge base for routine technical support and documents problem resolutions.
• Supports tracking and documentation of problems, status of service requests, and resolutions.
• Escalates routine problems to appropriate resource when necessary.

Skills

Ambiguity management

Attention to detail

Communication

Critical thinking

Problem solving

Teamwork

Organizational skills

Learning agility

Health care industry knowledge

Education

Associate degree or equivalent in CS/Engineering/Business/Health care

Tools

Help Desk software

Microsoft Office

Job description

Job Summary:

This individual contributor position provides first level support to resolve problems with products and applications by meeting customer service standards. This role follows standard operation procedures for incident escalation and notification to leadership and supports troubleshooting efforts in conjunction with customer to identify routine problems. This position resolves non-complex problems under the guidance of others and escalates routine problems, as necessary, to appropriate resource.

Essential Responsibilities:

• Completes work assignments by following procedures and policies, and using data and resources; collaborating with others to address business problems; adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities; and escalating issues or risks as appropriate.
• Pursues self-development and effective relationships with others by sharing information with coworkers and customers; listening and responding to performance feedback; acknowledging strengths and weaknesses; and adapting to and learning from change, difficulties, and feedback.
• Follows procedures for incident escalation and notification to leadership.
• Follows standard operating procedures.
• Provides first level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
• Supports efforts to analyze and prioritize incoming requests and alerts.
• Supports troubleshooting efforts in conjunction with customer to identify routine problems.
• Escalates routine problems, as necessary, to appropriate resource (e.g., support team, vendor).
• Supports tracking and documentation of details of problems, status of service requests, and resolutions.
• Reviews information (e.g., procedures, installation, configuration) related to new technology.
• Provides the knowledge repository for routine technical support.
• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Supports the documentation of workarounds for problem records and changes to proactive processes.
• Resolves non-complex problems under the guidance of others.

Knowledge, Skills and Abilities: (Core)

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Acts with Compassion
• Crisis Incident Management
• Debugging and Troubleshooting
• Demonstrating Personal Flexibility
• Help Desk
• Innovative Mindset
• Managing Diverse Relationships
• Microsoft Office
• Organizational Skills
• PC/Workstation Hardware
• Prioritization
• Relationship Building
• Technical Communication

Minimum Qualifications:

• Associates degree or equivalent in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field
  OR
  Minimum one (1) year IT experience
  OR
  Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.

Preferred Qualifications:

• One (1) year experience writing documentation or standard operating procedures related to IT operations and support.