IT Support & Operations Consultant III (On-Site)

Kaiser Permanente; El Cajon (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

Kaiser Permanente is seeking an IT Support Analyst to provide first and second level support, set up and maintain computer systems, and coordinate with third-party vendors. The role emphasizes problem resolution, knowledge sharing, and contributing to service reliability in a healthcare environment.

The ideal candidate has a Bachelor's degree in a related field and at least three years of IT support experience, with a track record of teamwork, reliability, and adaptability to change.

Qualifications

• Bachelor's degree required with 3+ years IT experience in a support or operations environment.
• Equivalent work experience may substitute for the degree requirement.
• Experience in healthcare IT is a plus.
• Ability to work cross-functionally.

Responsibilities

• Resolve first and second level IT issues.
• Set up and maintain computer systems.
• Interact with third-party hardware and software vendors.
• Complete assignments by following procedures and meeting deadlines.
• Escalate issues or risks as appropriate.
• Assist with incident escalation and notification to leadership.
• Document problems, status, and resolutions in the tracking system.
• Support efforts to meet KPIs such as availability and performance.
• Provide after-hours on-call support.
• Support disaster recovery and business continuity processes.

Skills

Ambiguity management

Attention to detail

Communication

Critical thinking

Problem solving

Teamwork

Cross-team collaboration

Decision making

Dependability

Learning agility

Organizational savvy

Health care knowledge

Influencing others

Education

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

Tools

Microsoft Office

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.

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.

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
• Demonstrating Personal Flexibility
• Innovative Mindset
• Managing Diverse Relationships
• Microsoft Office
• Organizational Skills
• Prioritization

Minimum Qualifications:

• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum three (3) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

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.