Associate IT Support Technician

Description:
**Position ONSITE: Must reside in Northwest Market.**

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.

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.

Additional Requirements:

Preferred Qualifications:

• One (1) year experience writing documentation or standard operating procedures related to IT operations and support.

Primary Location: Oregon,Portland,Nicolai Service Center Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 04:30 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 Specialty: Operations and Support Department: KPIT ADMIN - ITO EUS ECS NW - 9601 Pay Range: $47900 - $61930 / hour The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted. Travel: No 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. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.

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.

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