Job Summary:

This individual contributor position provides first level support to resolve problems with products and applications by meeting customer service standards. This role follows standard operation procedures for incident escalation and notification to leadership and supports troubleshooting efforts in conjunction with customer to identify routine problems. This position resolves non-complex problems under the guidance of others and escalates routine problems, as necessary, to appropriate resource.

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.

Knowledge, Skills and Abilities:

(Core)

+ Ambiguity/Uncertainty Management

+ Attention to Detail

+ Business Knowledge

+ Communication

+ Critical Thinking

+ Cross-Group Collaboration

+ Decision Making

+ Dependability

+ Diversity, Equity, and Inclusion Support

+ Drives Results

+ Facilitation Skills

+ Health Care Industry

+ Influencing Others

+ Integrity

+ Learning Agility

+ Organizational Savvy

+ Problem Solving

+ Short- and Long-term Learning & Recall

+ Teamwork +

Topic-Specific Communication Knowledge, Skills and Abilities:

(Functional)

+ Acts with Compassion

+ Crisis Incident Management

+ Debugging and Troubleshooting

+ Demonstrating Personal Flexibility

+ Help Desk

+ Innovative Mindset

+ Managing Diverse Relationships

+ Microsoft Office

+ Organizational Skills

+ PC/Workstation Hardware

+ Prioritization

+ Relationship Building +

Technical Communication 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.

Preferred Qualifications:

+ One (1) year experience writing documentation or standard operating procedures related to IT operations and support.

COMPANY:

KAISER TITLE

Associate IT Support Technician

LOCATION

Denver, Colorado

REQNUMBER

1446043 External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.