IT Support & Operations Consultant IV, Desktop Support

Kaiser Permanente; Reno (NV); On-site; USD 75,000 - 105,000; Full time

Job summary

Kaiser Permanente in Reno, NV seeks an experienced desktop and infrastructure support lead. You will mentor staff, guide complex issues, manage ticket queues, and coordinate with vendors for server-related resolutions.

You'll work with IT business units to resolve software and hardware issues, provide after-hours support as needed, and help ensure service levels and documentation are maintained.

Qualifications

• Bachelor's degree required or equivalent work experience in IT; six years of IT support/operations experience.
• Experience providing end-user desktop support and informal leadership within IT/operations teams.
• Ability to mentor staff, guide complex issues, and coordinate cross-functional efforts.

Responsibilities

• Completes work assignments and supports business priorities by applying expertise; coordinates resources and ensures policy adherence.
• Provides first and second level support to resolve complex problems meeting service standards.
• Resolves highly complex problems and supports others; escalation to senior staff when needed.
• Supports troubleshooting with customers to identify highly complex problems.
• Analyzes and prioritizes incoming requests and alerts.
• Follows incident escalation procedures and notifies leadership as required.
• Documents problems, service requests, and resolutions in the tracking system and supports knowledge base development.
• Supports disaster recovery and business continuity activities.

Skills

Ambiguity management

Attention to detail

Business knowledge

Communication

Critical thinking

Cross-group collaboration

Decision making

Dependability

Diversity and inclusion

Drives results

Facilitation

Health care industry

Influencing others

Integrity

Learning agility

Organizational savvy

Problem solving

Teamwork

Technical communication

Education

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

Minimum six (6) years IT experience in a support or operations environment

Tools

Active Directory

Microsoft Exchange

ServiceNow

Job description

Job Summary:

In addition to the responsibilities listed below, this position is responsible for mentoring lower level staff, providing guidance during more complex issues as they are discovered, providing assistance for managing the team ticket queue(s) to the lead/supervisor by making ticket assignment and having conversations, providing hands and eyes for servers support, partnering with HP and IBM for resolution, and providing consultation and vendor coordination for projects/work relating to desktop and infrastructure.

Some of the unique challenges this position will face include working with business units or vendors to resolve complex issues with software related to the desktops / peripherals and providing hands and eyes for servers support, partnering with HP and IBM for resolution. This position may also require before/after hours support.

Essential Responsibilities:

• Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.
• Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.
• Provides first and second level support to resolve difficult, complex, and sensitive 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 highly complex problems and provides support to others.
• Supports and assists with troubleshooting efforts in conjunction with customer to identify highly complex problems.
• Assists with efforts to analyze and prioritize incoming requests and alerts.
• Identifies highly complex problems and escalates to senior staff for prioritization.
• Follows procedures for incident escalation and notification to leadership.
• Follows and facilitates the development of standard operating procedures.
• Facilitates the tracking and development of documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
• Facilitates 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.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.
• Facilitates the knowledge repository for highly complex technical support.
• 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)

• Directory Administration
• Acts with Compassion
• Crisis Incident Management
• Debugging and Troubleshooting
• Demonstrating Personal Flexibility
• Field Support
• Getting Work Done Through Others
• Innovative Mindset
• Managing Diverse Relationships
• Microsoft Office
• Organizational Skills
• Prioritization
• Technical Communication

Minimum Qualifications:

• Minimum three (3) years experience providing end-user desktop support.
• Minimum one (1) year in an informal leadership role working with IT or operational teams.
• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

Preferred Qualifications:

• Three (3) years experience in hardware configuration and/or troubleshooting.
• Three (3) years experience in end-user software configuration and/or troubleshooting.