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Information Technology

Help Desk Analyst

Location: Renton, WA Job Number: 180677-KPWA Date posted: 06/09/2018
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.

Minimum Education Requirements
Associate-s DegreeInformation Technology related or equivalent combination of relevant education, training, experience and certification may be accepted in lieu of degree.

Preferred Education
Bachelor-s DegreeInformation Technology related.

Minimum Knowledge/Skills Requirements
Basic or limitedknowledge on a variety of IT-related infrastructure, software, and applications.

Preferred Knowledge/Skills
Intermediatedemonstrated 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.

Minimum Experience Requirements
2 yearsIT-related troubleshooting experience OR completion of two-year technical training program.

Preferred Experience
1 yearof 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.

Minimum License/Certifications Requirements
Able to obtain ITIL Foundations shortly after hire (within 12-months of hire).

Preferred License/Certifications
At time of hireCompTIA A+, CompTIA Net+, CompTIA Security+, CompTIA Healthcare+, Avaya, Cisco, Microsoft, Unix, Linux, IBM, Security, Project Management.

Primary Location: Washington,Renton,Renton Administration - Rainier 2715 Naches Ave. Scheduled Weekly Hours: 40 Shift: Day Workdays: Monday - Friday Working Hours Start: 8 am Working Hours End: 5 pm Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: EN and WN Admin Exempt/NE Empl Job Level: Entry Level Job Category: Information Technology Department: Information Services 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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