Description: Job Summary:The individual contributor is primarily responsible for providing the first or second level support to resolve problems with products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors.Essential Responsibilities:Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.Provides first level and basic second 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 troubleshooting efforts in conjunction with customer to identify routine and moderately complex problems.Supports efforts to analyze and prioritize incoming requests and alerts.Follows procedures for incident escalation and notification to leadership.Escalates routine problems, as necessary, to appropriate resource (e.g., support team or vendor).Resolves non-complex problems and attempts to resolve complex problems.Follows and supports the development of standard operating procedures.Supports tracking and documentation of details of problems, status of service requests, and resolutions.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.Reviews information (e.g., procedures, installation, configuration) related to new technology.Provides the knowledge repository for routine and moderately complex technical support.Supports the execution of disaster recovery and business continuity processes and events. Minimum Qualifications: Bachelors 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. Additional Requirements: Preferred Qualifications:One (1) year experience working in a large matrixed organization.Two (2) years experience writing documentation or standard operating procedures related to IT operations and support. Primary Location: Maryland,Hyattsville,New Carrollton Administration Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:30 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: NUE-IT-01NUENon Union Employee Job Level: Individual Contributor Specialty: Operations and Support Department: KPIT ADMIN - ITO CESM ECS MAS - 9601 Pay Range: $29.03 - $37.54 / 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 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. Submit Interest Load More