IT Support Technician - KPHC, Epic, Clinical Systems

Site Support Specialist perform a critical role within the integrated, multi-disciplinary IT team within the medical center. These KP HealthConnect subject matter experts provide day-to-day clinical applications support to front-line physicians, nurses, and other care providers. 

• Application support (KPHC and other clinical systems) for Physicians, Nurses, other care providers. Planned/Unplanned outage mitigation support.
• Subject Matter Experts for KPHC who are responsible for maintaining knowledge of the updates/workflows, providing on-demand support to the business (physicians, nurses, etc.) in using the system.
• Supporting Digital First Strategy - Mobile Device/Application and Video Visit application support for Physicians. Daily rounding with nurses, physicians etc.

We support the Central Valley service area which comprises of Modesto, Manteca, Stockton, Tracy and Lathrop. 100% onsite support the entire Central Valley service area.

The individual contributor is primarily responsible for providing the first or second level support to resolve problems with products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors.

• 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.
• Provides first level and basic 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).
• Supports troubleshooting efforts in conjunction with customer to identify routine and moderately complex problems.
• Supports efforts to analyze and prioritize incoming requests and alerts.
• Follows procedures for incident escalation and notification to leadership.
• Escalates routine problems, as necessary, to appropriate resource (e.g., support team or vendor).
• Resolves non-complex problems and attempts to resolve complex problems.
• Follows and supports the development of standard operating procedures.
• Supports tracking and documentation of details of problems, status of service requests, and resolutions.
• 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.
• Reviews information (e.g., procedures, installation, configuration) related to new technology.
• Provides the knowledge repository for routine and moderately complex technical support.
• Supports the execution of disaster recovery and business continuity processes and events.