IT Support Technician

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

Job Summary:

The individual contributor is primarily responsible for providing the first or second level support to resolve problems with products and applications, 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.
• Provides first level and basic 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).
• Supports troubleshooting efforts in conjunction with customer to identify routine and moderately complex problems.
• Supports efforts to analyze and prioritize incoming requests and alerts.
• Follows procedures for incident escalation and notification to leadership.
• Escalates routine problems, as necessary, to appropriate resource (e.g., support team or vendor).
• Resolves non-complex problems and attempts to resolve complex problems.
• Follows and supports the development of standard operating procedures.
• Supports tracking and documentation of details of problems, status of service requests, and resolutions.
• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Supports the documentation of workarounds for problem records and changes to proactive processes.
• Reviews information (e.g., procedures, installation, configuration) related to new technology.
• Provides the knowledge repository for routine and moderately complex technical support.
• Supports the execution of disaster recovery and business continuity processes and events.