IT Support Analyst
Company: Kaiser Permanente
Location: Fontana
Posted on: June 21, 2022
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Job Description:
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.
Minimum Qualifications:
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:
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.
Two (2) years experience working in a large matrixed organization.
One (1) year experience working with IT vendors.
Three (3) years experience writing documentation or standard
operating procedures related to IT operations and support.
Two (2) years experience providing support for client/server
platforms.
Two (2) years experience supporting Microsoft server operating
systems.
Three (3) years experience in IT intake and profiling in a support
or operations environment.
Two (2) years experience implementing or supporting ITSM processes
or services.
One (1) year corporate healthcare experience.
Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT
support.
CISSP or comparable certification.
CISM or comparable certification.
CISA or comparable certification.
ITIL certification.
PrimaryLocation : California,Fontana,Palm Court II - SCAL
Regional
HoursPerWeek : 40
Shift : Evening
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 10:30 AM
WorkingHoursEnd : 07:00 PM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : NUE-SCAL-01-NUE-Non Union
Employee
Job Level : Individual Contributor
Job Category : Information Technology
Department : Regional Offices - Pasadena - Virtual MC Technology -
0806
Travel : Yes, 10 % of the Time
Kaiser Permanente is an equal opportunity employer committed to a
diverse and inclusive workforce. Applicants will receive
consideration for employment without regard to race, color,
religion, sex (including pregnancy), age, sexual orientation,
national origin, marital status, parental status, ancestry,
disability, gender identity, veteran status, genetic information,
other distinguishing characteristics of diversity and inclusion, or
any other protected status.
Keywords: Kaiser Permanente, Fontana , IT Support Analyst, Professions , Fontana, California
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