IT Support Analyst

Job Summary In addition to the responsibilities listed below, this position is responsible for answering the Service Desk technical support line in a fast paced, dynamic environment and performing initial troubleshooting on client/server, networking, hardware/software, desktop devices, and end-user applications. This includes logging calls in the incident tracking system, accurately documenting and verifying all client information provided, and troubleshooting steps and activities performed. Some of the unique challenges this position will face include meeting the defined KPI targets as call volume increases. 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) Application Administration Escalation management Healthcare delivery workflow IT Compliance/Governance Service Desk Troubleshooting Acts with Compassion Crisis Incident Management Demonstrating Personal Flexibility Innovative Mindset Managing Diverse Relationships Microsoft Office Organizational Skills Prioritization Minimum Qualifications Minimum two (2) years experience in technical support and troubleshooting. Bachelor's 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 Two (2) years experience in the administration of healthcare delivery workflow processes. Two (2) years experience working with IT service desk tools or software. Primary Location: California, Redwood City, Redwood City 901 Marshall Administration 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 - NCAL KPHC SSSLDR - 9601 Pay Range: $39.51 - $51.13 / hour Travel: Yes, 15 % of the Time Work Setting: Onsite 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. #J-18808-Ljbffr Kaiser Permanente