IT Support Technician

Kaiser Permanente • San Leandro, CA

100d

About The Position

This is a frontline support role that works with physicians, nursing, medical assistants, department administrators, and other staff that utilize KPHC in their daily work. This role ensures they are able to function and address and issues that arise requiring support. The day-to-day responsibilities include providing KPHC and other application support by managing the SNOW (Service Now) ticket queue, ACD, and email. Additionally, this person is expected to visit departments to identify unreported issues. They will also support project go-live and deployment. 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.

Requirements

• 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.

Responsibilities

• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines.
• Follows procedures and policies, and applies data and resources to support projects or initiatives.
• Collaborates with others, often cross-functionally, to solve business problems.
• Supports the completion of priorities, deadlines, and expectations.
• Communicates progress and information.
• Identifies and recommends ways to address improvement opportunities when possible.
• Escalates issues or risks as appropriate.
• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers.
• Listens, responds to, and seeks performance feedback.
• Acknowledges strengths and weaknesses; assesses and responds to the needs of others.
• Adapts to and learns 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.
• 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.
• 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 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.

What This Job Offers

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