IT Support Consultant Desktop Support
Company: Kaiser Permanente
Location: Pasadena
Posted on: May 13, 2022
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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.
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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