IT Support Technician - SSD (2-yr Durational)

In this onsite IT Support Technician role, you will provide first and second level support for IT products and applications, helping resolve issues through troubleshooting, incident escalation, documentation, and participation in disaster recovery and business continuity activities.

Location, Schedule, and Employment Details

• Work location: Pasadena, CA (onsite)
• Primary location: California, Pasadena, West Annex - Parsons
• Workdays: Mon, Tue, Wed, Thu, Fri
• Hours: 08:00 AM to 04:30 PM
• Hours per week: 40
• Shift: Day
• 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: Parsons West Annex - Proj Mgmt-KPHC Practice Mgmt - 0806
• Travel: Yes, 25% of the Time
• Duration: 2-yr Durational

Salary

• Hourly pay range: USD 31 - 40 per hour

Job Summary

You will deliver first or second level IT support to resolve problems related to products and applications. The role includes setup and maintenance of computer systems and coordinating with third-party hardware and software vendors. Additional responsibilities include troubleshooting, incident escalation, documentation, and supporting disaster recovery and business continuity processes and events.

Responsibilities

• Complete assigned work by applying current subject-area knowledge to meet deadlines, follow procedures and policies, and support projects or initiatives using available data and resources.
• Collaborate with others, often across functions, to address business problems and support priority completion.
• Communicate progress and relevant information, and identify and recommend improvement opportunities when applicable, including escalation of issues when required.
• Provide first level and basic second level support to resolve issues with products and applications while meeting customer service standards, including positive attitude, active listening, ownership, leveraging knowledge, and clear communication.
• Work with customers to troubleshoot routine and moderately complex problems and support analysis and prioritization of incoming requests and alerts.
• Follow incident escalation and notification procedures to leadership; escalate routine problems to appropriate internal resources or vendors as needed.
• Resolve non-complex problems and attempt to resolve more complex issues.
• Follow and support the development of standard operating procedures.
• Track and document problem details, request status, and resolutions.
• Support achievement of key performance indicators such as performance, availability, and capacity.
• Document workarounds for problem records and support proactive process improvements.
• Review procedures, installation, and configuration information 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.

Requirements

• Education: Bachelor’s degree in Computer Science, Engineering, Social Science, Education, Business, Health Care, or a related field, OR
• Experience: Minimum two (2) years of IT experience in a support or operations environment.

Preferred Qualifications

• One (1) year of experience working in a large matrixed organization.
• Two (2) years of experience writing documentation or standard operating procedures related to IT operations and support.

Technologies

• Microsoft Office

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
• Functional: Acts with Compassion, Crisis Incident Management, Debugging and Troubleshooting, Demonstrating Personal Flexibility, Innovative Mindset, Managing Diverse Relationships, Microsoft Office, Organizational Skills, Prioritization, Relationship Building, Technical Communication

Compliance and Confidentiality

Consistently supports compliance and Kaiser Permanente’s Principles of Responsibility by maintaining privacy and confidentiality of information, protecting organizational assets, 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 policies and procedures. Models ethical behavior, admits mistakes, and follows through on commitments.

Job duties may involve occasional or possible access to patients, the general public, other employees, confidential protected health information and other confidential KP information, KP property and assets (including electronic assets and devices), and controlled substances regulated by federal law or potentially subject to diversion.

Fair Chance Ordinance Statement

Criminal history may have a direct, adverse, and negative relationship on the job duties described, potentially resulting in the withdrawal of a conditional offer of employment.