JOB SUMMARY:

In addition to the responsibilities listed below, this individual contributor is also responsible for the physical installation and decommissioning of our Kaiser Permanente’s Data Center equipment and assisting in local data center asset tracking and reporting for hardware assets from receipt through initial install. Additionally, this job will be responsible for providing first level hands & eyes support for raised floor incident resolution (e.g., physical equipment, components, and power distribution strip monitoring, etc.).
This role requires an understanding of IT hardware, including servers, storage, network equipment, and associated components such as NICs, power supplies, and hard drives. Candidates must have the physical capability to lift, rack, and secure heavy IT equipment safely, along with communication skills to interact with requestors via email, conference calls, and service request updates. The ability to work collaboratively in a team environment with internal data center staff is essential to successfully fulfilling our operational needs.
This position is also responsible for providing data center business continuity services, support, and implementation requirements. This position is a member of the data center Building Emergency Response Team (BERT) and assists in providing Data Center continuity planning; developing formal communications and training regarding Data Center business continuity implementation plans. This includes developing emergency evacuation documentation and conducting testing.

MINIMUM QUALIFICATIONS:

• Minimum three (3) years experience supporting a large scale computing environment.
• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum three (3) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

ADDITIONAL REQUIREMENTS:

PrimaryLocation : Maryland,Silver Spring,Silver Spring Data Center
HoursPerWeek : 40
Shift : Night
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 10:00 PM
WorkingHoursEnd : 06:30 AM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : NUE-IT-01|NUE|Non Union Employee
Job Level : Individual Contributor
Job Category : Information Technology
Department : KPIT ADMIN - ITO IPS DCO SM ADMIN - 9601
Travel : No
Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status

• 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.
• Assists with efforts to analyze and prioritize incoming requests and alerts.
• Provides 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).
• Resolves moderately complex problems and provides support to others.
• Follows procedures for incident escalation and notification to leadership.
• Supports and assists with troubleshooting efforts in conjunction with customer to identify moderately complex problems.
• Identifies moderately complex problems and escalates to senior staff for prioritization.
• Supports and assists with tracking and develops documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
• Supports and assists efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.
• Follows, supports, and assists in the development of standard operating procedures.
• Provides knowledge repository for moderately complex technical support.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.
• Provides after hours on call support for moderately complex issues.
• Supports and assists with the execution of disaster recovery and business continuity processes and events.