Description: Senior Help Desk Analyst provides second-level technical support for Kaiser Foundation Health Plan of Washington's IT Help Desk.
Independently supports Kaiser Foundation Health Plan of Washington's suite of hardware, software, clinical applications and telecom (Data and Voice, Wireless) on the most complex technical issues. Mentors and coaches IT Help Desk Analysts to grow their core technical skills and in deciding when escalation to Vendor or Enterprise Operation Center is required. Responsible for Incident and Problem management to meet Service Level Agreements with GH Stakeholders.
Proactively engages Enterprise Operations Team for continuous review of Problem and Incident Reports being escalated out for the HD. Represents IT Help Desk in project meetings regarding technical advancements of Kaiser Foundation Health Plan of Washington systems, software, and applications. May assist with providing monthly reporting for any departments that require trend analysis, downtime analysis, and ad-hoc reporting.
Performs constant analysis to help identify work that should remain within the Help Desk as standard work, keeping the resolution closer to the Stakeholder. Has the ability to learn, grow, and master a variety of IT related technologies and tool sets.
Provide second-level technical support on the most complex issues or those escalated by the Help Desk Analyst for Kaiser Foundation Health Plan of Washington's IT Help Desk.
Educate, mentor and coach Help Desk Analysts on IT Help Desk standard work process and procedures and tools. This will occur both 'in the moment' with a live call, and as part of a structured training and development event. Helps assure stakeholder's incident is resolved at first call.
Identify and participate in continuous process improvement efforts within the Help Desk team and cross functional teams. Design and develop processes to optimize productivity and efficiency. Develop monthly reports for departments on trend analysis, downtime analysis, and training needs for Help Desk.
Develop and maintain training materials, online resources (SharePoint) for standard work job breakdowns/job aids, etc.
Monitor Incident and Problem reports for quality of documentation and completeness of work and report findings to Supervisor.
Minimum five (5) years of IT experience in a technology related field or technical training program; Requires two (2) or more years of IT-related hardware, software, and application troubleshooting experience in a Customer Service IT Help Desk environment.
Associate's degree OR a minimum two (2) years of experience in a directly related field.
High School Diploma OR General Education Development (GED) is required.
License, Certification, Registration
Successfully obtain ITIL Foundations within 12-months of hire/transfer.
CompTIA A+, CompTIA Net+, CompTIA Security+, CompTIA Healthcare+,
Avaya, Cisco, Microsoft, Unix, Linux, IBM, Security, Project Management certification by date of hire/transfer.
Proven 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.
Strong understanding of incident management.
Experience training individuals using IT-related tools, technical equipment, hardware, software, and applications.
Has experience working in an environment with security and auditing requirements.
Experience troubleshooting LAN, WAN, WLAN, VPN, and IP-related networks.
Two (2) years of experience with an additional five (5) years technology experience, working in an IT-related Help Desk environment utilizing a variety of tools.
Bachelor's degree OR a minimum four (4) years of experience in a directly related field.
Primary Location: Washington,Renton,Renton Administration - Rainier 2715 Naches Ave.
Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon-Fri Working Hours Start: 8:00 AM Working Hours End: 5:00 PM Job Schedule:
Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation:
Non-Union, Non-Exempt Job Level: Individual Contributor Job Category: Information Technology Department:
EUS Travel: Yes, 5 % of the Time
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.
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 and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
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