KPHC/EMR Application & User Support - SSD

Kaiser Permanente; Riverside (CA); On-site; USD 52,000 - 72,000; Full time

Job summary

Kaiser Permanente is seeking an IT Support professional to provide first and second level support for products and applications. You will help set up and maintain computer systems, interacting with vendors as needed, while ensuring service quality in a health system environment.

The role emphasizes problem solving, documentation, and collaboration across teams to meet performance targets and patient care commitments in Riverside, CA. A Bachelor's degree or 2+ years IT experience is required.

Qualifications

• Bachelor's degree or 2+ years IT support/operations experience.
• Experience with incident escalation and basic troubleshooting.
• Strong communication and teamwork in a healthcare environment.

Responsibilities

• Provides first level and basic second level IT support for products and applications.
• Performs setup and maintenance of computer systems; resolves routine problems.
• Supports incident escalation and tracks resolutions and status.

Skills

Ambiguity/Uncertainty Management

Attention to Detail

Business Knowledge

Communication

Critical Thinking

Cross-Group Collaboration

Decision Making

Dependability

Diversity, Equity, and Inclusion

Drives Results

Facilitation Skills

Health Care Industry

Influencing Others

Integrity

Learning Agility

Organizational Savvy

Problem Solving

Teamwork

Topic-Specific Communication

Education

Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field

Tools

Microsoft Office

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.


• EPIC strongly preferred