Associate IT Support Technician

Jobs via Dice; Oakland (CA); On-site; USD 36,878 - 47,706; Full time

Job summary

A leading technology services provider in Oakland is seeking an individual contributor for an IT Support role. This position offers first level support, ensuring exceptional service and technical assistance to users. Responsibilities include resolving technical issues, escalating when necessary, and adhering to documentation standards. Candidates should have an Associate's degree in a related field or equivalent experience, and ideally possess at least one year of IT experience. This full-time role offers competitive pay and operates onsite, promoting workforce productivity.

Qualifications

• Associates degree or equivalent in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field.
• Minimum One (1) Year IT Experience OR Microsoft certification related to IT support.
• Experience writing documentation or standard operating procedures related to IT operations and support preferred.

Responsibilities

• Provide first level support to resolve problems with products and applications.
• Follow standard operation procedures for incident escalation.
• Support troubleshooting efforts in conjunction with customers.

Skills

Ambiguity/Uncertainty Management

Attention to Detail

Business Knowledge

Communication

Critical Thinking

Problem Solving

Teamwork

Technical Communication

Education

Associates degree in Computer Science or related field

Tools

Microsoft Office

Help Desk

Job description

Overview

The IT Support organization delivers enterprise technology services that ensure reliable, secure, and efficient operations across the business. This role sits within the Desktop Support team and works closely with partners in Security, Infrastructure, Engineering, HR, and Operations to maintain seamless end-user computing experiences. It serves as a primary technical liaison to business leaders, project teams, and vendor partners, ensuring technology solutions align with operational needs and organizational goals. The position is responsible for sustaining endpoint health, resolving advanced technical issues, and supporting day-to-day technology continuity for employees. Through these relationships and responsibilities, the role plays a critical part in maintaining operational stability and enabling workforce productivity.

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

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.

Location and Schedule

Primary Location: California, Oakland, Ordway

Scheduled Weekly Hours: 40

Shift: Day

Workdays: Mon, Tue, Wed, Thu, Fri

Working Hours Start: 08:00 AM

Working Hours End: 05:00 PM

Job Schedule: Full-time

Job Type: Standard

Worker Location: Onsite

Employee Status: Regular

Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee

Job Level: Individual Contributor

Department: KPIT ADMIN - CTO CES ECS NCAL2 - 9601

Compensation and Compliance

Pay Range: $26.77 - $34.63 / hour Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente.

Travel: No

On-site: Work location is on-site (KP designated office, medical office building or hospital). Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.