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IT Support Analyst

Primary Location Redwood City, California Schedule Full-time Shift Day Salary $39.51 - $51.13 / hour

Job Number 1421404 Date Posted 06/10/2026

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Job Summary:

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 include
meeting 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.

Knowledge, Skills and Abilities: (Core)

Ambiguity/Uncertainty Management
Attention to Detail
Business Knowledge
Communication
Critical Thinking
Cross-Group Collaboration
Decision Making
Dependability
Diversity, Equity, and Inclusion Support
Drives Results
Facilitation Skills
Health Care Industry
Influencing Others
Integrity
Learning Agility
Organizational Savvy
Problem Solving
Short- and Long-term Learning & Recall
Teamwork
Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

Application Administration
Escalation management
Healthcare delivery workflow
IT Compliance/Governance
Service Desk
Troubleshooting
Acts with Compassion
Crisis Incident Management
Demonstrating Personal Flexibility
Innovative Mindset
Managing Diverse Relationships
Microsoft Office
Organizational Skills
Prioritization

Minimum Qualifications:

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

Bachelors 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.

Primary Location: California,Redwood City,Redwood City 901 Marshall Administration Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri, Working Hours Start: 08:00 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Worker Location: Onsite Employee Status: Regular Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee Job Level: Individual Contributor Department: KPIT ADMIN - NCAL KPHC SSSLDR - 9601 Pay Range: $39.51 - $51.13 / hour Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location. Travel: Yes, 15 % of the Time On-site: Work location is on-site (KP designated office, medical office building or hospital). Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

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