IT Support Technician - SSD (2-yr Durational)

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

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.

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)

• Acts with Compassion


• Crisis Incident Management


• Debugging and Troubleshooting


• Demonstrating Personal Flexibility


• Innovative Mindset


• Managing Diverse Relationships


• Microsoft Office


• Organizational Skills


• Prioritization


• Relationship Building


• Technical Communication

Minimum Qualifications:

• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field OR Minimum two (2) years IT experience in a support or operations environment.

Preferred Qualifications:

• One (1) year experience working in a large matrixed organization.


• Two (2) years experience writing documentation or standard operating procedures related to IT operations and support.