Job Summary: This individual contributor position provides first level support to resolve problems with products and applications by meeting customer service standards. This role follows standard operation procedures for incident escalation and notification to leadership and supports troubleshooting efforts in conjunction with customer to identify routine problems. This position resolves non-complex problems under the guidance of others and escalates routine problems, as necessary, to appropriate resource.
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.
Knowledge, Skills and Abilities: (Core)- Ambiguity/Uncertainty Management
- Attention to Detail
- Business Knowledge
- Communication
- Critical Thinking
- Cross-Group Collaboration
- Decision Making
- Dependability
- Diversity, Equity, and Inclusion Support
- Drives Results
- Facilitation Skills
- Health Care Industry
- Influencing Others
- Integrity
- Learning Agility
- Organizational Savvy
- Problem Solving
- Short- and Long-term Learning & Recall
- Teamwork
- Topic-Specific Communication
Knowledge, Skills and Abilities: (Functional)- Acts with Compassion
- Crisis Incident Management
- Debugging and Troubleshooting
- Demonstrating Personal Flexibility
- Help Desk
- Innovative Mindset
- Managing Diverse Relationships
- Microsoft Office
- Organizational Skills
- PC/Workstation Hardware
- Prioritization
- Relationship Building
- Technical Communication
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.
Preferred Qualifications:- One (1) year experience writing documentation or standard operating procedures related to IT operations and support.
Primary Location: Colorado,Denver,Regional Office - Colorado
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
Employee Status: Regular
Worker Location: Onsite
Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee
Job Level: Individual Contributor
Department: KPIT ADMIN - ETS ECS Colorado - 9601
Pay Range: $23.99 - $31.04 / hour Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: Yes, 20 % of the Time 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. Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
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