IT Support Technician

This position is based onsite in Oakland, California, and relocation assistance is not available. This role requires a Bachelor-s degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field, or a minimum of two (2) years of IT experience in a support or operations environment.

This role supports IT operations by providing first- and second-level support for end-user technology, applications, and hardware across clinical and administrative environments. The position works closely with staff and department leaders to troubleshoot issues, respond to service requests, and proactively identify technology needs through regular on-site engagement and rounding activities. The role partners with cross-functional teams and vendors to support project work, system implementations, and ongoing operational support, ensuring technology solutions align with business needs. Operating in a dynamic environment, the position plays a key role in maintaining system reliability, improving the end-user experience, and supporting day-to-day technology continuity.

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.

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Acts with Compassion
• Crisis Incident Management
• Debugging and Troubleshooting
• Demonstrating Personal Flexibility
• Innovative Mindset
• Managing Diverse Relationships
• Microsoft Office
• Organizational Skills
• Prioritization
• Relationship Building
• Technical Communication, * 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., * 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: California,Oakland,Oakland Fabiola Medical Offices 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 Worker Location: Onsite Employee Status: Regular Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee Job Level: Individual Contributor Department: KPIT ADMIN - NCAL KPHC SSSLDR - 9601 Pay Range: $32.45 - $41.99 / hour Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente. Travel: Yes, 10 % of the Time