Job Summary: This individual contributor is primarily responsible for providing first and second level support to resolve difficult or complex problems, 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.
- Assists with efforts to analyze and prioritize incoming requests and alerts.
- Provides 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).
- Resolves moderately complex problems and provides support to others.
- Follows procedures for incident escalation and notification to leadership.
- Supports and assists with troubleshooting efforts in conjunction with customer to identify moderately complex problems.
- Identifies moderately complex problems and escalates to senior staff for prioritization.
- Supports and assists with tracking and develops documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
- Supports and assists efforts to meet key performance indicators (e.g., performance, availability, capacity).
- Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.
- Follows, supports, and assists in the development of standard operating procedures.
- Provides knowledge repository for moderately complex technical support.
- Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.
- Provides after hours on call support for moderately complex issues.
- Supports and assists with the execution of disaster recovery and business continuity processes and events.
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
- Demonstrating Personal Flexibility
- Innovative Mindset
- Managing Diverse Relationships
- Microsoft Office
- Organizational Skills
- Prioritization
Minimum Qualifications: - Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum three (3) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.
Preferred Qualifications:- One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
- One (1) year in an informal leadership role working with IT or operational teams.
Primary Location: California,Downey,Downey Boeing - Independence Park
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri,
Working Hours Start: 12:01 AM
Working Hours End: 11:59 PM
Job Schedule: Full-time
Job Type: Standard
Employee Status: Regular
Worker Location: Flexible
Employee Group/Union Affiliation: NUE-SCAL-01|NUE|Non Union Employee
Job Level: Individual Contributor
Department: Independence Park - Area Phcy Admin - APD - 0801
Pay Range: $37.74 - $48.81 / 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: No 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. For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures. Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments. Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion. 
