Job Summary: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.
Essential Responsibilities:- Completes work assignments by following procedures and policies, and using data and resources; collaborating with others to address business problems; adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities; and escalating issues or risks as appropriate.
- Pursues self-development and effective relationships with others by sharing information with coworkers and customers; listening and responding to performance feedback; acknowledging strengths and weaknesses; and adapting to and learning 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 (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
- 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 (e.g., support team, vendor).
- Supports tracking and documentation of details of problems, status of service requests, and resolutions.
- Reviews information (e.g., procedures, installation, configuration) related to new technology.
- Provides the knowledge repository for routine technical support.
- 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.
- Resolves non-complex problems under the guidance of others.
Minimum Qualifications: - Associates degree or equivalent in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field OR Minimum one (1) year IT experience OR Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.
Additional Requirements:Preferred Qualifications:Primary Location: Hawaii,Honolulu,Moanalua Ancillary Building
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee
Job Level: Individual Contributor
Department: KPIT ADMIN - ITO CESM ECS NET TEL - 9601
Pay Range: $29.13 - $37.65 / hour Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente.
Travel: Yes, 50 % of the Time
Flexible: Work location is on-site at a KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.
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