Associate IT Support Technician

Kaiser Permanente • Atlanta, GA

229d

About The Position

The individual contributor is primarily responsible for providing first level support to resolve problems with network/telephony products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors under the guidance of more senior team members.

Requirements

• Associates degree or equivalent in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field.
• Minimum one (1) year IT experience.
• Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.

Responsibilities

• Completes work assignments by following procedures and policies, and using data and resources.
• Collaborates with others to address business problems.
• Adheres to established priorities, deadlines, and expectations.
• Communicates progress and information.
• Identifies and recommends ways to address improvement opportunities.
• Escalates issues or risks as appropriate.
• Pursues self-development and effective relationships with others by sharing information with coworkers and customers.
• Listens and responds to performance feedback.
• Acknowledges strengths and weaknesses.
• Adapts to and learns from change, difficulties, and feedback.
• Follows procedures for incident escalation and notification to leadership.
• Follows standard operating procedures.
• Provides first level support to resolve problems with products and applications by meeting customer service standards.
• Supports efforts to analyze and prioritize incoming requests and alerts.
• Supports troubleshooting efforts in conjunction with customer to identify routine problems.
• Escalates routine problems, as necessary, to appropriate resource.
• Supports tracking and documentation of details of problems, status of service requests, and resolutions.
• Reviews information related to new technology.
• Provides the knowledge repository for routine technical support.
• Supports efforts to meet key performance indicators.
• Supports the documentation of workarounds for problem records and changes to proactive processes.
• Resolves non-complex problems under the guidance of others.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: Associate degree