IT Support Pro — Frontline Tech Troubleshooter

Kaiser Permanente; Anaheim (CA); On-site; USD 52,000 - 65,000; Full time

Job summary

Kaiser Permanente is seeking an individual contributor to provide first and second level support for products and applications, and to perform setup and maintenance of computer systems. You will interact with third party hardware and software vendors to resolve issues.

You will be responsible for following procedures, escalating issues when appropriate, and contributing to knowledge bases and disaster recovery documentation as needed.

Qualifications

• First/second level support experience
• Strong customer service and communication skills
• Ability to troubleshoot routine problems
• Familiarity with incident escalation procedures

Responsibilities

• Provides first level and basic second level support to resolve problems with products and applications by meeting customer service standards.
• Supports troubleshooting efforts in conjunction with customer to identify routine and moderately complex problems.
• Supports the documentation of workarounds for problem records and changes to proactive processes.
• Resolves non-complex problems and attempts to resolve complex problems.
• Supports tracking and documentation of details of problems, status of service requests, and resolutions.
• Reviews information related to new technology and provides knowledge repository for routine and moderately complex technical support.

Job description

Kaiser Permanente is seeking an individual contributor to provide first and second level support for products and applications, and to perform setup and maintenance of computer systems. You will interact with third party hardware and software vendors to resolve issues.

You will be responsible for following procedures, escalating issues when appropriate, and contributing to knowledge bases and disaster recovery documentation as needed.