IT Support Specialist: Complex Issues, On-Call

Kaiser Permanente; Wailuku (HI); On-site; USD 65,000 - 85,000; Full time

Job summary

Kaiser Permanente in Wailuku, Hawaii is seeking an IT Support Analyst to provide first and second level support, resolve moderately complex problems, and assist with setup and maintenance of computer systems.

The role emphasizes cross-functional collaboration, incident escalation, knowledge-base contributions, and disaster recovery readiness, with a focus on meeting service level targets. The candidate will engage with vendors and internal teams to improve IT operations.

Qualifications

• Minimum three (3) years IT experience in a support or operations environment.
• Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field, or four (4) years of related experience.
• Microsoft certification (e.g., A+, MCP, MCSE) or CISSP/CISM/CISA or ITIL certification.

Responsibilities

• Provides first and second level IT support; resolves moderately complex problems.
• Assists with setup and maintenance of computer systems and interacts with vendors.
• Analyses and prioritizes incoming requests and alerts; escalates when needed.
• Documents problems, status, and resolutions; supports incident escalation to leadership.
• Supports disaster recovery and business continuity processes and events.
• Participates in development of standard operating procedures and knowledge repositories.

Job description

Kaiser Permanente in Wailuku, Hawaii is seeking an IT Support Analyst to provide first and second level support, resolve moderately complex problems, and assist with setup and maintenance of computer systems.

The role emphasizes cross-functional collaboration, incident escalation, knowledge-base contributions, and disaster recovery readiness, with a focus on meeting service level targets. The candidate will engage with vendors and internal teams to improve IT operations.