IT Support Technician SSD - KPHC/EMR Application & User Support

$61,900 - $80,080/Yr

Kaiser Permanente - Downey, CA

Full-time - Entry Level

Hybrid - Downey, CA

Ambulatory Health Care Services

About the position

As an IT Support Technician at Kaiser Permanente, you will play a crucial role in our integrated health care delivery system, focusing on providing first and second level support for various products and applications. Your primary responsibilities will include troubleshooting issues, performing setup and maintenance of computer systems, and collaborating with third-party vendors to resolve technical problems. You will be expected to apply your up-to-date knowledge in the field to meet deadlines and follow established procedures and policies. This position emphasizes the importance of teamwork, as you will often work cross-functionally to solve business problems and support the completion of priorities and expectations. In this role, you will be responsible for providing excellent customer service by actively listening to users, taking ownership of issues, and communicating clearly. You will support troubleshooting efforts to identify routine and moderately complex problems, analyze and prioritize incoming requests, and escalate issues to the appropriate resources when necessary. Your ability to document problems, track service requests, and support the development of standard operating procedures will be essential in maintaining high performance and availability standards. Additionally, you will be involved in disaster recovery and business continuity processes, ensuring that the organization is prepared for any unforeseen events. This position requires a proactive approach to self-development and effective relationship-building with coworkers and customers, as you will be expected to share knowledge and resources while adapting to changes and feedback.

Responsibilities

• Provide first level and basic second level support to resolve problems with products and applications.
• Complete work assignments by applying up-to-date knowledge in the subject area to meet deadlines.
• Collaborate with others, often cross-functionally, to solve business problems.
• Support the completion of priorities, deadlines, and expectations.
• Communicate progress and information effectively to stakeholders.
• Identify and recommend ways to address improvement opportunities.
• Support troubleshooting efforts in conjunction with customers to identify routine and moderately complex problems.
• Analyze and prioritize incoming requests and alerts.
• Follow procedures for incident escalation and notification to leadership.
• Escalate routine problems to appropriate resources as necessary.
• Resolve non-complex problems and attempt to resolve complex problems.
• Support the development of standard operating procedures.
• Track and document details of problems, status of service requests, and resolutions.
• Support efforts to meet key performance indicators related to performance, availability, and capacity.
• Document workarounds for problem records and changes to proactive processes.
• Review information related to new technology and provide knowledge repository for technical support.
• Support the execution of disaster recovery and business continuity processes.

Requirements

• Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field OR Minimum two (2) years IT experience in a support or operations environment.
• Ability to provide excellent customer service and support troubleshooting efforts.

Nice-to-haves

• One (1) year experience working in a large matrixed organization.