Associate IT Support Technician

Kaiser Permanente; Los Angeles (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

A leading healthcare organization is seeking an Information Technology Support Technician to provide first-level support for network and telephony products. This entry-level role involves troubleshooting, documentation, and collaboration with vendors, making it ideal for candidates with an IT background or relevant certifications.

Qualifications

• Minimum one (1) year IT experience or equivalent education.
• Microsoft certification related to IT support is a plus.

Responsibilities

• Provide first level support to resolve network/telephony issues.
• Support troubleshooting efforts and escalate issues as necessary.
• Document problems and resolutions.

Skills

Customer Service

Troubleshooting

Communication

Education

Associates degree in Computer Science or related field

Microsoft certification (A+, MCP, MCSE, etc.)

Job description

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Job Summary

The individual contributor is primarily responsible for providing first level support to resolve problems with network/telephony products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors under the guidance of more senior team members.

• 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.
  
  

Job Summary

The individual contributor is primarily responsible for providing first level support to resolve problems with network/telephony products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors under the guidance of more senior team members.

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.
  
  

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Hospitals and Health Care

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