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Technical Support Specialist SSD
2 months ago
Job Overview:
The individual contributor plays a crucial role in delivering first and second level assistance to troubleshoot issues with software and hardware, managing the setup and upkeep of computer systems, and liaising with external technology vendors.
Key Responsibilities:
Completes tasks by utilizing current knowledge in the field to meet deadlines; adhering to established procedures and policies, and applying data and resources to facilitate projects or initiatives; collaborating with colleagues across various departments to address business challenges; ensuring the completion of priorities, deadlines, and expectations; communicating updates and information; identifying and suggesting improvements when feasible; and escalating issues or risks as necessary.
Engages in self-improvement and fosters effective relationships with others by sharing resources, information, and expertise with team members and clients; actively listening, responding to, and seeking feedback on performance; recognizing strengths and areas for growth; assessing and addressing the needs of others; and adapting to and learning from changes, challenges, and feedback.
Provides primary and basic secondary support to resolve issues with products and applications by adhering to customer service standards (e.g., maintaining a positive demeanor, actively listening, taking ownership, leveraging knowledge, and communicating effectively).
Helps analyze and prioritize incoming requests and alerts.
Adheres to procedures for incident escalation and notifying leadership.
Escalates routine issues, as needed, to the appropriate resource (e.g., support team or vendor).
Resolves simple issues and strives to address more complex challenges.
Follows and contributes to the development of standard operating procedures.
Supports the tracking and documentation of problem details, status of service requests, and resolutions.
Assists in meeting key performance indicators (e.g., performance, availability, capacity).
Contributes to the documentation of workarounds for problem records and changes to proactive processes.
Reviews materials (e.g., procedures, installation, configuration) related to new technologies.
Maintains a knowledge repository for routine and moderately complex technical support.
Assists in executing disaster recovery and business continuity processes and events.
Minimum Qualifications:
Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care, or a related field OR a minimum of two (2) years of IT experience in a support or operations environment.
Additional Requirements:
COMPANY:
KAISER PERMANENTE
LOCATION:
San Diego, California
REQNUMBER:
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.
