Senior IT Support & Operations Consultant

Kaiser Permanente; Reno (NV); On-site; USD 54,000 - 70,000; Full time

Job summary

Kaiser Permanente in Reno, NV is seeking a senior IT desktop support lead to mentor staff and coordinate complex incidents across desktop and infrastructure. You will partner with vendors and internal teams, oversee ticket queues, and provide hands-on support for servers.

The role may require after-hours support and travel as needed. Responsibilities include guiding junior staff, escalating issues, documenting resolutions, and contributing to disaster recovery planning.

Qualifications

• Minimum three (3) years experience providing end-user desktop support.
• Minimum one (1) year in an informal leadership role working with IT or operational teams.
• Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years IT experience in a support or operations environment.

Responsibilities

• Mentor staff and manage ticket queues with guidance.
• Provide first and second level support for complex issues.
• Escalate high-priority issues and maintain standard operating procedures.
• Document problems, status, and resolutions in tracking system.
• Assist with disaster recovery and business continuity efforts.

Skills

Ambiguity management

Attention to detail

Communication

Problem solving

Teamwork

Education

Bachelor's degree

6+ years IT experience

Tools

Microsoft Office

Job description

Kaiser Permanente in Reno, NV is seeking a senior IT desktop support lead to mentor staff and coordinate complex incidents across desktop and infrastructure. You will partner with vendors and internal teams, oversee ticket queues, and provide hands-on support for servers.

The role may require after-hours support and travel as needed. Responsibilities include guiding junior staff, escalating issues, documenting resolutions, and contributing to disaster recovery planning.