Job Description: Description: Description Explore An Exciting Technology Opportunity with Kaiser Permanente WA IT!
Help Desk Analyst Role Available with Kaiser Permanente Washington.
If you have the passion, drive and talent, we have an amazing story about our unique mission and vision we want to share with you!
The work you’ll contribute in a role with Kaiser Permanente supports the health and wellness of millions of individuals and families who turn to us for the highest quality health care. This is because each and every team member across our organization is passionate and committed to our mission to provide the best care experience possible to our patients and members each and every day. With a purpose and mission as personal as ours, we can offer you the opportunity to build a rewarding career in an environment that supports your success.
We’re passionate about the work we do. The Help Desk Analyst is a critical and valuable part of our team. This position provides first-level technical support for all of KPWA’s IT hardware, software, applications, and Telecom related infrastructure, provides clear and standard communication in KPWA’s suite of service management tools in response to requests for information or incident reporting, provides technical support on low to moderately complex issues, escalates more complex issues to an outside vendor or Sr. Help Desk Analyst in order to meet Service Level Agreements with KPWA Stakeholders, recognizes potential failures and communicates to Sr. Help Desk Analyst, Stakeholders and IT leadership keeping system availability and preventing possible system outages or downtimes. This position is responsible for follow up communications with all impacted IT teams and KPWA Stakeholders to ensure incident ticketing system documentation is updated and correct. Emphasis is to build on experience and establish core technical skills with the ability to learn, grow, and master a variety of IT related technologies and tool sets.
Education Minimum Education Requirements Associate’s Degree Information Technology related or equivalent combination of relevant education, training, experience and certification may be accepted in lieu of degree.
Preferred Education Bachelor’s Degree Information Technology related.
Knowledge/Skills Minimum Knowledge/Skills Requirements Basic or limited knowledge on a variety of IT-related infrastructure, software, and applications.
Preferred Knowledge/Skills Intermediate demonstrated knowledge of IT Help Desk and customer service skills, both written and oral. Has the ability to analyze and translate stakeholder's communications into a technical solution. Strong written and oral communication skills. Experience using Microsoft Office products and Help Desk service management tools.
Experience Minimum Experience Requirements 2 years IT-related troubleshooting experience OR completion of two-year technical training program.
Preferred Experience 1 year of direct experience working in an IT-related Help Desk environment utilizing a variety of tools for at least one of the two years of IT experience. Having a strong understanding of incident and problem management is a plus.