IT Support Analyst; Full-time, MMMC

Kaiser Permanente; Wailuku (HI); On-site; USD 4,468,000 - 5,586,000; Full time

Job summary

Kaiser Permanente in Maui, Hawaii seeks an IT support professional to provide first and second level support for computer systems, perform setup and maintenance, and coordinate with third‑party vendors.

You will analyze requests, prioritize incidents, follow escalation procedures, document resolutions, and support disaster recovery and business continuity testing in a healthcare environment. This role requires strong communication, teamwork, and a customer‑focused approach.

Qualifications

• Minimum three (3) years IT experience in a support or operations environment.
• Bachelor's degree in Computer Science, Engineering, Health Care or related field, or four years of related experience.
• Strong communication and problem-solving skills.

Responsibilities

• Provides first and second level IT support to resolve problems with computer systems and applications.
• Assists with setup and maintenance of computer systems and coordination with vendors.
• Follows escalation procedures and documents resolutions; supports disaster recovery and business continuity testing.

Skills

IT support

Customer service

Collaboration

Education

Bachelor's degree in Computer Science, Engineering, Health Care or related field

Tools

Microsoft Windows Server

Unix/Linux

Mainframes

ITIL

Job description

Job Summary

This individual contributor is primarily responsible for providing first and second level support to resolve difficult or complex problems, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors.

• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.
• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.
• Assists with efforts to analyze and prioritize incoming requests and alerts.
• Provides second 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).
• Resolves moderately complex problems and provides support to others.
• Follows procedures for incident escalation and notification to leadership.
• Supports and assists with troubleshooting efforts in conjunction with customer to identify moderately complex problems.
• Identifies moderately complex problems and escalates to senior staff for prioritization.
• Supports and assists with tracking and develops documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
• Supports and assists efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.
• Follows, supports, and assists in the development of standard operating procedures.
• Provides knowledge repository for moderately complex technical support.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.
• Provides after hours on call support for moderately complex issues.
• Supports and assists with the execution of disaster recovery and business continuity processes and events.

Job Summary

This individual contributor is primarily responsible for providing first and second level support to resolve difficult or complex problems, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors.

Essential Responsibilities

• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.
• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.
• Assists with efforts to analyze and prioritize incoming requests and alerts.
• Provides second 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).
• Resolves moderately complex problems and provides support to others.
• Follows procedures for incident escalation and notification to leadership.
• Supports and assists with troubleshooting efforts in conjunction with customer to identify moderately complex problems.
• Identifies moderately complex problems and escalates to senior staff for prioritization.
• Supports and assists with tracking and develops documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
• Supports and assists efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.
• Follows, supports, and assists in the development of standard operating procedures.
• Provides knowledge repository for moderately complex technical support.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.
• Provides after hours on call support for moderately complex issues.
• Supports and assists with the execution of disaster recovery and business continuity processes and events.

Experience

Basic Qualifications

• Minimum three (3) years IT experience in a support or operations environment.

Education

• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field, or four (4) years of experience in a directly related field.

License, Certification, Registration

• N/A

Additional Requirements

• NA.

Preferred Qualifications

• One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
• One (1) year in an informal leadership role working with IT or operational teams.
• Two (2) years experience working in a large matrixed organization.
• One (1) year experience working with IT vendors.
• Three (3) years experience writing documentation or standard operating procedures related to IT operations and support.
• Two (2) years experience providing support for client/server platforms.
• Two (2) years experience supporting Microsoft server operating systems.
• Two (2) years experience supporting Unix/Linux server operating systems.
• Two (2) years experience supporting mainframes for a large organization.
• Three (3) years experience in ITRM or IT compliance.
• Three (3) years experience in IT intake and profiling in a support or operations environment.
• Two (2) years experience implementing or supporting ITSM processes or services.
• One (1) year corporate healthcare experience.
• Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.
• CISSP or comparable certification.
• CISM or comparable certification.
• CISA or comparable certification.
• ITIL certification.
• NA.

Primary Location: Hawaii,Wailuku,Maui Memorial - Wailuku Tower

Scheduled Weekly Hours: 40

Shift: Day

Workdays: Mon, Tue, Wed, Thu, Fri

Working Hours Start: 07:30 AM

Working Hours End: 04:00 PM

Job Schedule: Full-time

Job Type: Standard

Worker Location: Onsite

Employee Status: Regular

Employee Group/Union Affiliation: S03|AFSCME|UNAC-UHCP-UNHCEH

Job Level: Individual Contributor

Department: MAUI MEMORIAL MEDICAL CENTER - Othr Rgnl-Regl IT Central Svcs - 3601

Pay Range: $32.43 - $40.55 / hour

Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Travel: Yes, 10 % of the Time

Work Setting: Onsite

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.