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IT Support Consultant Desktop Support

Company: Kaiser Permanente
Location: Pasadena
Posted on: May 13, 2022

Job Description:

In addition to the responsibilities listed below, this position is responsible for providing assistance for the most complex issues relating to servers, workstations, mobile devices, or printers and leading consultation and vendor coordination for projects/work relating to desktop and infrastructure. This position may also require before/after hours support.

Essential Responsibilities:

  • Conducts or oversees business-specific projects by applying deep expertise in subject area; promoting adherence to all procedures and policies; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating issues or risks, as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities; evaluating recommendations made; and influencing the completion of project tasks by others.

    • Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; listening and responding to, seeking, and addressing performance feedback; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members; creating and executing plans to capitalize on strengths and improve opportunity areas; and adapting to and learning from change, difficulties, and feedback.

      • Follows and develops standard operating procedures.

        • Analyzes and prioritizes incoming requests and alerts.

          • Provides first, second, and third level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).

            • Serves as an escalation point and mentor for junior staff.

              • Provides guidance on how to track and develop documentation.

                • Applies deep technical expertise to resolve complex problems.

                  • Contributes to and maintains the knowledge repository for highly complex technical support.

                    • Facilitates troubleshooting efforts in conjunction with lower level support to identify problems.

                      • Provides guidance to meet key performance indicators (e.g., performance, availability, capacity).

                        • Compiles information (e.g., procedures, installation, configuration) related to new technology.
                          Minimum Qualifications:

                          • Minimum four (4) years experience providing end-user desktop support.

                            • Minimum two (2) years in a leadership role working with IT or operational teams.

                              • Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum eight (8) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.
                                Preferred Qualifications:

                                • Four (4) years experience in hardware configuration and/or troubleshooting.

                                  • Four (4) years experience in end-user software configuration and/or troubleshooting.

                                    • Two (2) years of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)

                                      • One (1) year working with operating budgets and/or project financials.

                                        • Three (3) years experience in a leadership role of a large matrixed organization.

                                          • Three (3) years experience working with IT vendors.

                                            • Five (5) years experience writing documentation or standard operating procedures related to IT operations and support.

                                              • Four (4) years experience providing support for client/server platforms.

                                                • Four (4) years experience supporting Microsoft server operating systems.

                                                  • Four (4) years experience supporting Unix/Linux server operating systems.

                                                    • Four (4) years experience supporting mainframes for a large organization.

                                                      • Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.

                                                        • A+ or Microsoft MCP certification
                                                          PrimaryLocation : California,Pasadena,Walnut Center - Regional Offices
                                                          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-IT-01-NUE-Non Union Employee
                                                          Job Level : Individual Contributor
                                                          Job Category : Information Technology
                                                          Department : KPIT ADMIN - ITO CESM ECS NCAL 2 - 9601
                                                          Travel : Yes, 10 % 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 , IT Support Consultant Desktop Support, Professions , Pasadena, California

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