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Kaiser Permanente · 16 hours ago

IT Support & Operations Consultant IV, Desktop Support

Washington-Renton-Renton Administration - Rainier

Full-time

Onsite

Senior Level

6+ years exp

Kaiser Permanente is seeking an IT Support & Operations Consultant IV, Desktop Support. This role involves providing first and second level support for complex desktop issues, mentoring lower-level staff, and managing ticket queues while collaborating with cross-functional teams to resolve problems and improve processes.

Health CareHospitalMental HealthNon ProfitPersonal Health

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities

Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback

Provides first and second level support to resolve difficult, complex, and sensitive 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 highly complex problems and provides support to others

Supports and assists with troubleshooting efforts in conjunction with customer to identify highly complex problems

Assists with efforts to analyze and prioritize incoming requests and alerts

Identifies highly complex problems and escalates to senior staff for prioritization

Follows procedures for incident escalation and notification to leadership

Follows and facilitates the development of standard operating procedures

Facilitates the tracking and development of documentation by entering details of problems, status of service requests, and resolutions into the company tracking system

Facilitates 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

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

Facilitates the knowledge repository for highly complex technical support

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

Qualification

Desktop supportIT operationsProblem resolutionLeadership experienceCustomer serviceTechnical supportDocumentationCollaboration

Required

Minimum three (3) years experience providing end-user desktop support

Minimum one (1) year in an informal leadership role working with IT or operational teams

Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement

Company

Kaiser Permanente

Glassdoor3.9

Kaiser Permanente is a health organization that offers disease prevention, mental healthcare, and chronic disease management services.

Founded in 1945

Oakland, California, USA

10001+ employees

https://healthy.kaiserpermanente.org

H1B Sponsorship

Kaiser Permanente has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (3)

2024 (1)