IT Support & Operations Consultant I, Network/Telephony

Kaiser Permanente; Oakland (CA); On-site; USD 45,000 - 58,000; Full time

Job summary

Kaiser Permanente is seeking an individual contributor to provide first-level IT and network/telephony support in Oakland, CA. You will perform setup and maintenance of computer systems, interact with third-party vendors, and interface with business partners across the organization.

Typical duties include resolving routine issues, escalating complex problems, and documenting resolutions while adhering to policy and procedures.

Qualifications

• Associates degree or equivalent in a related field OR minimum one year IT experience OR Microsoft certification related to IT support.

Responsibilities

• Provides first-level support to resolve problems with network/telephony products and applications.
• Performs setup and maintenance of computer systems and telephony networks.
• Escalates issues to appropriate resources when necessary.
• Documents issues, status, and resolutions; maintains knowledge base.
• Interacts with business partners across the organization.
• Follows procedures for incident escalation and notification to leadership.

Skills

IT support

Customer service

Incident escalation

Documentation

Education

Associates degree or equivalent in related field

Job description

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 network and telephone systems, and interacting with third party hardware and/or software vendors under the guidance of more senior team members. The individual contributor is expected to interface with business partners across all facets of the organization.

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.

Primary Location: California,Oakland,Oakland Hospital

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: Flexible

Employee Status: Regular

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

Job Level: Individual Contributor

Department: KPIT ADMIN - ITO CESM ECS NET TEL - 9601

Pay Range: $32.45 - $41.99 / 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, 25 % of the Time

Work Setting: Flexible

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.