IT Support Technician

Support first and basic second-level technology needs onsite in Bellflower, CA while helping manage incidents, requests, documentation, and continuity activities.

Responsibilities

• Complete IT work assignments by applying current subject-area knowledge, meeting deadlines, and following procedures, policies, and project guidance
• Collaborate cross-functionally to solve business problems, communicate work status and updates, and support priority delivery
• Provide first-level and basic second-level support to resolve issues with products and applications while meeting customer service standards (positive attitude, active listening, ownership, knowledge use, clear communication)
• Partner with customers to troubleshoot routine and moderately complex problems
• Support analysis and prioritization of incoming requests and alerts
• Follow incident escalation and notification procedures, escalating routine issues as needed to the appropriate internal resource or vendor
• Resolve non-complex issues and attempt resolution of complex issues when applicable
• Follow and support the development of standard operating procedures
• Track and document problem details, service request status, and resolutions
• Support achievement of key performance indicators (performance, availability, capacity)
• Document workarounds for problem records and support changes to proactive processes
• Review procedures, installations, and configurations related to new technology
• Maintain a knowledge repository for routine and moderately complex technical support
• Support execution of disaster recovery and business continuity processes and events
• Escalate issues or concerns when needed in accordance with process and policy

Requirements

• Bachelor’s degree in Computer Science, Engineering, Social Science, Education, Business, Health Care, or a related field OR minimum two (2) years IT experience in a support or operations environment
• One (1) year experience working in a large matrixed organization
• Experience maintaining privacy and confidentiality of information and protecting organizational assets

Skills and Abilities

• Communication and topic-specific communication
• Critical thinking, problem solving, and decision making
• Cross-group collaboration and teamwork
• Attention to detail, dependability, organizational savvy, and organizational skills
• Prioritization and crisis incident management
• Debugging and troubleshooting
• Learning agility and ability to recall and apply knowledge short- and long-term
• Diversity, equity, and inclusion support; integrity; influencing others; relationship building
• Technical communication, managing diverse relationships, and relationship building with compassion

Technology

• Microsoft Office

Work Details

• Location: Bellflower, CA (onsite), California, Bellflower, Bellflower Medical Offices
• Hours: 40 hours/week
• Shift: Day
• Workdays: Mon, Tue, Wed, Thu, Fri
• Schedule: 08:30 AM to 05:00 PM
• Job schedule: Full-time
• Job type: Standard; Employee status: Regular
• Union affiliation: NUE-SCAL-02|NUE|Non Union Employee
• Level: Individual Contributor
• Category: Information Technology
• Department: Parsons West Annex - Proj Mgmt-Service Area Support - 0806
• Travel: Yes, 50% of the time
• Salary: USD 31 - 40 per hour
• Job level: Individual Contributor
• EMPLOYEE STATUS: Regular

Compliance and Privacy (Los Angeles County Fair Chance Ordinance Statement)

• Supports compliance with Kaiser Permanente’s Principles of Responsibility (Code of Conduct) by maintaining privacy and confidentiality, protecting organizational assets, acting with ethics and integrity, reporting non-compliance, and adhering to applicable laws, regulations, accreditation, and licensure requirements
• Models and reinforces ethical behavior, maintains confidences, admits mistakes, conducts business with honesty, and follows through on commitments
• Duties may include at least occasional or possible access to patients, the general public, employees, confidential protected health information and other KP confidential information, KP property and assets, and controlled substances regulated by federal law

Education: Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field