Lead IT Support Analyst Service Desk - San Leandro, United States - Kaiser Permanente

Kaiser Permanente
Kaiser Permanente
Verified Company
San Leandro, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Job Summary:


In addition to the responsibilities listed below, this position is responsible for mentoring and providing technical support for more junior support team members.

This role assists with the evaluation and implementation of work transitioning to the Service Desk.

Some of the unique challenges this position will face include building and maintaining relationships needed for successful end-user support, and balancing business and technical requirements to derive best possible outcomes.


Essential Responsibilities:


  • Practices selfdevelopment and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with crossfunctional 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.
  • 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 technical support and troubleshooting.
  • 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:


PrimaryLocation :
California,San Leandro,San Leandro Medical Center

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 - NCAL KPHC SSSLDR - 9601


Travel :
No
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