Associate IT Support Technician

The Enterprise Client Services (ECS) team in WA state, supports the endpoint devices used by our clinical and administrative staff across the greater Puget Sound region. We partner closely with business units to troubleshoot and resolve issues, onboard new endpoint technologies, and implement improved processes. ECS also serves as a key connection between our WA regional teams and national remote application support, ensuring seamless collaboration on larger remediation efforts.

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: Washington,Renton,Renton Administration - Rainier
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: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee
Job Level: Individual Contributor
Department: KPIT ADMIN - ETS ECS Washington - 9601
Pay Range: $25.52 - $33 / 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, 25 % of the Time
On-site: Work location is on-site (KP designated office, medical office building or hospital). 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.