Description: Job Summary:The individual contributor is primarily responsible for providing first level support to resolve problems with network/telephony products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors under the guidance of more senior team members.Essential Responsibilities:Completes work assignments by following procedures and policies, and using data and resources; collaborating with others to address business problems; adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities; and escalating issues or risks as appropriate.Pursues self-development and effective relationships with others by sharing information with coworkers and customers; listening and responding to performance feedback; acknowledging strengths and weaknesses; and adapting to and learning from change, difficulties, and feedback.Follows procedures for incident escalation and notification to leadership.Follows standard operating procedures.Provides first 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 efforts to analyze and prioritize incoming requests and alerts.Supports troubleshooting efforts in conjunction with customer to identify routine problems.Escalates routine problems, as necessary, to appropriate resource (e.g., support team, vendor).Supports tracking and documentation of details of problems, status of service requests, and resolutions.Reviews information (e.g., procedures, installation, configuration) related to new technology.Provides the knowledge repository for routine technical support.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.Resolves non-complex problems under the guidance of others. Minimum Qualifications:Associates degree or equivalent in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field OR Minimum one (1) year IT experience OR Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support. 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: $60400 - $78100 / 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