IT Support Technician Network/telephony

2 weeks ago


Fremont, United States Kaiser Permanente Full time

**Job Summary**:
**Essential Responsibilities**:

- 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.
- 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.

**Minimum Qualifications**:

- 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.

**Additional Requirements**:
PrimaryLocation : California,Fremont,Fremont Hospital

HoursPerWeek : 40

Shift : Variable

Workdays : Mon, Tue, Wed, Thu, Fri

WorkingHoursStart : 08:00 AM

WorkingHoursEnd : 05:00 PM

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 CESM ECS NET TEL - 9601

Travel : Yes, 10 % of the Time



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