Description: Job Summary:In addition to the responsibilities listed below, this position is responsible for configuration, installation and support of network/telephony hardware, software, and VoIP systems . The position will also participate in ACD reporting, ACD call flow, vendor management, projects, and consultation, including resolving basic problems, while managing the Network and Telephony infrastructure and environment following established standards and procedures. This also includes leveraging a working knowledge of enterprise tool sets focused on LAN/ WAN capacity reports and Telephony Metrics, and knowledge of features and components of Network and Telephony Hardware and software.Some of the unique challenges this position will face include identifying and resolving network/telephony hardware and software for voice and data issues, oversight of activities and vendors, and facilitating and consulting on complex enterprise issues. Essential Responsibilities:Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.Provides first and second 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).Resolves highly complex problems and provides support to others.Supports and assists with troubleshooting efforts in conjunction with customer to identify highly complex problems.Assists with efforts to analyze and prioritize incoming requests and alerts.Identifies highly complex problems and escalates to senior staff for prioritization.Follows procedures for incident escalation and notification to leadership.Follows and facilitates the development of standard operating procedures.Facilitates the tracking and development of documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.Facilitates efforts to meet key performance indicators (e.g., performance, availability, capacity).Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.Facilitates the knowledge repository for highly complex technical support.Supports and assists with the execution of disaster recovery and business continuity processes and events. Minimum Qualifications: Minimum three (3) years experience in network/telephony system and user support.Minimum one (1) year in an informal leadership role working with IT or operational teams.Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement. Additional Requirements: Preferred Qualifications:Three (3) years experience configuring, implementing, and supporting VOIP platforms or systems.Three (3) years experience working with CISCO VOIP. Primary Location: Maryland,Hyattsville,New Carrollton Administration Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: NUE-IT-01NUENon Union Employee Job Level: Individual Contributor Specialty: Operations and Support Department: KPIT ADMIN - ITO CESM ECS NET TEL - 9601 Pay Range: $47.69 - $61.71 / hour The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted. Travel: No At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing. 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. Submit Interest Load More