IT Support & Operations Consultant II

Verified Job On Employer Career Site

Job Summary:

Kaiser Permanente is a leading healthcare organization, and they are seeking an IT Support & Operations Consultant II. The role involves providing first and second level support for resolving issues with products and applications, setting up and maintaining computer systems, and collaborating with vendors.

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.

Qualifications:

Required:

• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field

• Minimum two (2) years IT experience in a support or operations environment

Company:

Kaiser Permanente is a health organization that offers disease prevention, mental healthcare, and chronic disease management services. Founded in 1945, the company is headquartered in Oakland, California, USA, with a team of 10001+ employees. The company is currently Late Stage. Kaiser Permanente has a track record of offering H1B sponsorships.