IT Support Specialist: First & Second Line Helpdesk

Kaiser Permanente; Pasadena (CA); On-site; USD 52,000 - 78,000; Full time

Job summary

Kaiser Permanente is seeking an individual contributor to provide first and second level IT support for products and applications, performing system setup and maintenance, and coordinating with third-party vendors.

The role emphasizes customer service, issue escalation, and documentation of problem details, statuses, and resolutions, with a focus on continuous improvement and disaster recovery support within a healthcare environment.

Qualifications

• Bachelor's degree or 2 years IT experience in a support/operations role.
• Two years experience writing documentation or standard operating procedures related to IT operations and support.
• Experience working in a large matrixed organization preferred.

Responsibilities

• Provides first level and basic second level IT/support for products and applications, meeting customer service standards.
• Collaborates cross-functionally to solve business problems and supports priorities and deadlines.
• Creates and maintains knowledge resources, documenting problems, statuses, and resolutions.
• Supports incident escalation and notification to leadership; escalates routine issues to appropriate resources.
• Assists in tracking performance indicators and maintaining SOPs and disaster recovery processes.

Skills

Ambiguity

Attention to Detail

Business Knowledge

Communication

Critical Thinking

Cross-Group Collaboration

Decision Making

Dependability

DEI Support

Drives Results

Facilitation Skills

Health Care Industry

Influencing Others

Integrity

Learning Agility

Organizational Savvy

Problem Solving

Learning & Recall

Teamwork

Topic-Specific Communication

Education

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

Two years IT experience in a support or operations environment

Job description

Kaiser Permanente is seeking an individual contributor to provide first and second level IT support for products and applications, performing system setup and maintenance, and coordinating with third-party vendors.

The role emphasizes customer service, issue escalation, and documentation of problem details, statuses, and resolutions, with a focus on continuous improvement and disaster recovery support within a healthcare environment.