Kaiser Permanente IT Support Analyst Desktop Support in Atlanta, Georgia
In addition to the responsibilities listed below, this position is responsible for management of the tickets assigned to their queue, following all the processes required for each ticket type, and for assisting with consultation and vendor coordination for projects/work relating to desktop and infrastructure.Some of the unique challenges this position will face include managing ticket load by SLA. Incident and Work Orders timelines are also key to meeting metrics. This position may also require before/after hours support.
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. - 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.
Qualifications: Minimum Qualifications: - Minimum two (2) years experience providing end-user desktop support. - Bachelor's 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.
Preferred Qualifications: - Two (2) years experience in hardware configuration and/or troubleshooting. - Two (2) years experience in end-user software configuration and/or troubleshooting. - One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above) - One (1) year in an informal leadership role working with IT or operational teams. - Two (2) years experience working in a large matrixed organization.
- Three (3) years experience writing documentation or standard operating procedures related to IT operations and support.
- Two (2) years experience providing support for client/server platforms.
Two (2) years experience supporting Microsoft server operating systems.
Two (2) years experience supporting mainframes for a large organization.
One (1) year corporate healthcare experience.
- Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.
COMPANY Kaiser PermanenteTITLE IT Support Analyst Desktop SupportLOCATION Atlanta, GAREQNUMBER 629593
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, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.