IT Support & Operations Consultant I, Network/Telephony at Kaiser Permanente

Honolulu, Hawaii, United States -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

0.0

Posted On

13 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

First Level Support, Network, Telephony, Computer Systems Setup, System Maintenance, Vendor Interaction, Incident Escalation, Standard Operating Procedures, Customer Service, Troubleshooting, Documentation, Knowledge Repository, Performance Indicators

Industry

Medical Practices

Description

Job Summary: The individual contributor is primarily responsible for providing first level support to resolve problems with network/telephony products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors under the guidance of more senior team members. Essential Responsibilities: Completes work assignments by following procedures and policies, and using data and resources; collaborating with others to address business problems; adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities; and escalating issues or risks as appropriate. Pursues self-development and effective relationships with others by sharing information with coworkers and customers; listening and responding to performance feedback; acknowledging strengths and weaknesses; and adapting to and learning from change, difficulties, and feedback. Follows procedures for incident escalation and notification to leadership. Follows standard operating procedures. Provides first 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 efforts to analyze and prioritize incoming requests and alerts. Supports troubleshooting efforts in conjunction with customer to identify routine problems. Escalates routine problems, as necessary, to appropriate resource (e.g., support team, vendor). Supports tracking and documentation of details of problems, status of service requests, and resolutions. Reviews information (e.g., procedures, installation, configuration) related to new technology. Provides the knowledge repository for routine technical support. 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. Resolves non-complex problems under the guidance of others. Minimum Qualifications: Associates degree or equivalent in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field OR Minimum one (1) year IT experience OR Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support. Additional Requirements:

Responsibilities

This individual contributor role primarily involves providing first-level support to resolve issues with network and telephony products and applications, alongside setting up and maintaining computer systems. Responsibilities include following procedures, collaborating on business problems, adhering to deadlines, and communicating progress, often under the guidance of senior staff.