Kaiser Permanente - Los Angeles, CA
posted 4 months ago
The IT Support Technician for SSD - KPHC/EMR Application & User Support is primarily responsible for providing first and second level support to resolve issues with products and applications. This role involves performing the setup and maintenance of computer systems, as well as interacting with third-party hardware and software vendors. The technician will apply up-to-date knowledge in the subject area to meet deadlines, follow established procedures and policies, and utilize data and resources to support various projects or initiatives. Collaboration with cross-functional teams is essential to solve business problems and support the completion of priorities, deadlines, and expectations. The technician will communicate progress and information effectively, identify improvement opportunities, and escalate issues or risks as necessary. In addition to technical support, the technician is expected to pursue self-development and foster effective relationships with coworkers and customers. This includes sharing resources, listening and responding to feedback, and adapting to changes and challenges. The technician will provide first level and basic second level support, ensuring that customer service standards are met by displaying a positive attitude, actively listening, and taking ownership of issues. Troubleshooting efforts will be supported in conjunction with customers to identify routine and moderately complex problems, and the technician will analyze and prioritize incoming requests and alerts. The role also involves following procedures for incident escalation and notifying leadership of issues. The technician will resolve non-complex problems and attempt to address more complex issues, while supporting the development of standard operating procedures. Documentation of problems, service requests, and resolutions is crucial, as is tracking key performance indicators related to performance, availability, and capacity. The technician will also support the documentation of workarounds and changes to proactive processes, review information related to new technology, and maintain a knowledge repository for technical support. Additionally, the technician will support the execution of disaster recovery and business continuity processes and events.