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Kaiser Permanente Careers

Information Technology

Service Desk Trainer

Location: Atlanta, GA Job Number: 933278 Date posted: 01/19/2021

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In addition to the responsibilities listed below, this position is responsible for answering the Service Desk technical support line in a fast paced, dynamic environment and performing initial troubleshooting on client/server, networking, hardware/software, desktop devices, and end-user applications. This includes logging calls in the incident tracking system, accurately documenting and verifying all client information provided, and troubleshooting steps and activities performed.Some of the unique challenges this position will face includemeeting the defined KPI targets as call volume increases.

Essential Responsibilities:

  • Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.

  • Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.

  • Assists with efforts to analyze and prioritize incoming requests and alerts.

  • Provides second 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).

  • Resolves moderately complex problems and provides support to others.

  • Follows procedures for incident escalation and notification to leadership.

  • Supports and assists with troubleshooting efforts in conjunction with customer to identify moderately complex problems.

  • Identifies moderately complex problems and escalates to senior staff for prioritization.

  • Supports and assists with tracking and develops documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.

  • Supports and assists 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.

  • Follows, supports, and assists in the development of standard operating procedures.

  • Provides knowledge repository for moderately complex technical support.

  • Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.

  • Provides after hours on call support for moderately complex issues.

  • Supports and assists with the execution of disaster recovery and business continuity processes and events.

  • Minimum Qualifications:

  • Minimum two (2) years experience in technical support and troubleshooting.

  • Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum three (3) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

  • Preferred Qualifications:

  • Two (2) years experience in the administration of healthcare delivery workflow processes.

  • Two (2) years experience working with IT service desk tools or software.

  • One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)

  • One (1) year in an informal leadership role working with IT or operational teams.

  • Two (2) years experience working in a large matrixed organization.

  • One (1) year experience working with IT vendors.

  • Three (3) years experience writing documentation or standard operating procedures related to IT operations and support.

  • Two (2) years experience providing support for client/server platforms.

  • Two (2) years experience supporting Microsoft server operating systems.

  • Two (2) years experience supporting Unix/Linux server operating systems.

  • Two (2) years experience supporting mainframes for a large organization.

  • Three (3) years experience in ITRM or IT compliance.

  • Three (3) years experience in IT intake and profiling in a support or operations environment.

  • Two (2) years experience implementing or supporting ITSM processes or services.

  • One (1) year corporate healthcare experience.

  • Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.

  • CISSP or comparable certification.

  • CISM or comparable certification.

  • CISA or comparable certification.

  • ITIL certification.
  • Primary Location: Georgia,Atlanta,Pershing Point Plaza IT Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: Variable Working Hours End: Variable 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 Specialty: Operations and Support Department: KPIT ADMIN - ITO CESM IT SVC DESK - 9601 Travel: No 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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