Frontline IT Support Technician | Troubleshooting & Help Desk

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

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.