Kaiser Permanente Renton, WA, USA
Sep 17, 2019
Description: NOT a Remote Position. Must reside in the KP Washington region. Under the direction of the Sr. Help Desk Analyst, provides first-level technical support for all of Kaiser Foundation Health Plan of Washington's IT hardware, software, applications, and Telecom related infrastructure. Provides clear and standard communication in Kaiser Foundation Health Plan of Washington's suite of service management tools in response to requests for information or incident reporting. Provides technical support on low to moderately complex issues. Escalates more complex issues to an outside vendor or Sr. Help Desk Analyst in order to meet Service Level Agreements with Kaiser Foundation Health Plan of Washington Stakeholders. Recognizes potential failures and communicates to Sr. Help Desk Analyst, Stakeholders, and IT leadership keeping system availability and preventing possible system outages or downtimes. Responsible for follow up communications with all impacted IT teams and Kaiser Foundation Health Plan of Washington Stakeholders to ensure incident ticketing system documentation is updated and correct. Emphasis is to build on experience and establish core technical skills with the ability to learn, grow, and master a variety of IT related technologies and tool sets. Essential Responsibilities: Under the direction of the Sr Help Desk Analyst, provides first-level technical support for all IT Operations related systems, software, and needs of the stakeholders that are supported at Kaiser Foundation Health Plan of Washington. The IT Help Desk is the owner of the Incident Management process. Able to solve standard to moderately complex technical issues through evaluation of stakeholders' communicated problem. If it cannot be solved by the Analyst, then Analyst will escalate to the next level of support while owning the ticket and working with the stakeholder and next level support until the issue has been resolved. Participates in continuous process improvement efforts within the Help Desk team (i.e. participates in design and development of Help Desk processes to optimize productivity and efficiency). Basic Qualifications: Experience Minimum two (2) years of IT-related troubleshooting experience OR completion of 2-year technical training program. Education Associate's degree in Information Technology related OR a minimum two (2) years of experience in a directly related field. High School Diploma OR General Education Development (GED) is required. License, Certification, Registration Able to successfully obtain ITIL Foundations within twelve (12) months of hire/transfer. Additional Requirements: Knowledge on a variety of IT-related infrastructure, software, and applications. Preferred Qualifications: One (1) year direct experience working in an IT-related Help Desk environment utilizing a variety of tools. Experience using Microsoft Office products preferred. Bachelor's degree in Information Technology or related field. CompTIA A+, CompTIA Net+, CompTIA Security+, CompTIA Healthcare+, Avaya, Cisco, Microsoft, Unix, Linux, IBM, Security certification by date of hire/transfer. Project Management certification by date of hire/transfer. Proven knowledge of IT Help Desk and Help Desk service management tools. Customer service skills, both written and oral. Has the ability to analyze and translate stakeholder's communications into a technical solution. Strong written and oral communication skills. Having a strong understanding of incident and problem management is a plus. Primary Location: Washington,Renton,Renton Administration - Rainier 2715 Naches Ave. Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: Variable Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Non-Union, Non-Exempt Job Level: Individual Contributor Job Category: Information Technology Department: Information Technology - EUS Service Desk Travel: Yes, 5 % of the Time 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. External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.