IT Support Technician

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.

Preferred Qualifications:

• One (1) year experience working in a large matrixed organization.
• Two (2) years experience writing documentation or standard operating procedures related to IT operations and support.

Preferred Qualifications:

• One (1) year experience working in a large matrixed organization.
• Two (2) years experience writing documentation or standard operating procedures related to IT operations and support.

Primary Location: Georgia,Atlanta,Dekalb Technology Park Bldg. 400
Scheduled Weekly Hours: 40
Shift: Variable
Workdays: Mon - Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Remote
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
Travel: Yes, 10 % of the Time
Remote: Work location is the remote workplace (from home) within KP authorized states. 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.