PasadenaCARecruiter Since 2001
the smart solution for Pasadena jobs

Information Technology Services Coordinator- School of Medicine

Company: Kaiser Permanente
Location: Pasadena
Posted on: June 24, 2022

Job Description:

The IT Services Coordinator is a high-impact generalist position responsible for providing an exceptional customer experience to the KPSOM community through a broad technology portfolio. This is a customer-facing, front-line position responsible for handling daily traffic of incoming questions and problems via a ticket system, phone, email, and face-to-face interactions.
Essential Responsibilities:

  • Provides technical support while delivering exceptional customer service.
  • Creates, updates, prioritizes, and tracks customer problems using a ticket system.
  • Resolves problems in person, by telephone, by email, or through a remote support session.
  • Resolves less complex problems immediately and escalates more complex problems to the IT Technology Consultant or above.
  • Performs general maintenance tasks, customer account management, troubleshooting and repair of computer systems and applications, and peripheral equipment maintenance throughout the Institute.
  • Keeps up-to-date on security threats and assists in Operating System and Application patching.
  • Utilizes online resources/tools to supplement the troubleshooting and diagnosing of customer issues.
  • Follows and maintains Client Service, Enterprise Services, and IT Operations standards, policies, and procedures.
  • Partners with Enterprise Services and IT Operations teams to maintain regular operations and troubleshoot issues.
  • Maintains internal and external Knowledge Bases to promote internal and customer self-support.
  • Keeps abreast of the health and stability of all Information Technology services and issues timely alerts to affected customers if issues arise.
  • Ensures IT maintained computer labs/rooms/technologies are in proper working order.
  • Maintains positive relationships with vendors.
  • Orders and receives materials as requested.
  • Completes ongoing training to stay alongside product, service, and policy changes.
  • Maintains a positive, helpful, constructive attitude and work relationship with staff, faculty, students, and the KPSOM community at large.
  • Maintains hardware and software inventories.
  • In addition to the responsibilities mentioned above, the individual has the responsibility to carry out unique tasks as requested by their superiors.
    Basic Qualifications:

    • Minimum one (1) year experience.


      • Associates Degree and a minimum of 1-year experience, or an equivalent combination of education and experience.
      • High School Diploma or General Education Development (GED) required.

        License, Certification, Registration

        • N/A

          Additional Requirements:

          • Experience with computer repair required.
          • Ability to explain complex technology in a friendly and approachable manner.
          • Outstanding interpersonal skills and the ability to develop, maintain and cultivate relationships with internal and external clients.
          • Working knowledge of Windows and macOS operating systems.
          • Working knowledge of Microsoft Office and Office365.
          • Willingness to travel to remote sites for system installation, maintenance, and troubleshooting.
          • Excellent organizational skills, including the ability to prioritize and manage multiple tasks simultaneously.
          • Outstanding oral and written communications.
          • Outstanding attention to detail.
          • Ability to lift and carry up to 40 lbs.

            Preferred Qualifications:

            • Experience in an IT customer service role preferred.
            • Experience in a higher education environment is a plus, medical school is desired.
            • Experience with Audio/Video equipment and setup desired.
            • Experience with Zendesk and ServiceNow ticket systems is a plus.
            • Experience with social media desired.
            • Experience with mobile devices preferred.
            • Experience with printer devices preferred.
            • Experience with SaaS (e.g., Zoom, Office365, Asana, Panopto) is strongly preferred.
            • Experience with Adobe Creative Cloud applications is a plus.
            • Experience with Mobile Device Management is a plus.
            • Familiarity with network equipment such as Switches, Wireless Access Points, Ethernet cables, Wired and Wireless Network Interface Cards are a plus.
            • Familiarity with core network services such as TCP/IP, DNS, and DHCP is a plus.
              PrimaryLocation : California,Pasadena,KP School of Medicine
              HoursPerWeek : 40
              Shift : Day
              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-PO-01-NUE-Non Union Employee
              Job Level : Individual Contributor
              Job Category : Information Technology,School of Medicine
              Department : SCHOOL OF MEDICINE - ClinSci Special Projects
              Travel : Yes, 5 % of the Time
              Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

Keywords: Kaiser Permanente, Pasadena , Information Technology Services Coordinator- School of Medicine, IT / Software / Systems , Pasadena, California

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Log In or Create An Account

Get the latest California jobs by following @recnetCA on Twitter!

Pasadena RSS job feeds