IT Support & Operations Consultant III, Data Center Operations

In addition to the responsibilities listed below, this individual contributor is also responsible for the physical installation and decommissioning of Kaiser Permanente-s data center equipment and assisting in local data center asset tracking and reporting for assets from receipt through initial install and decommission. Additionally, this job will be responsible for providing hands & eyes support for raised floor incident resolution (e.g. physical equipment, components, and power distribution strip monitoring).

This role requires an understanding of IT hardware, including servers, storage, network equipment, and associated components such as NICs, power supplies, and hard drives. Candidates must have the physical capability to lift, rack, and secure heavy IT equipment safely, along with communication skills to interact with requestors via email, conference calls, and service request updates. The ability to work collaboratively in a team environment with internal data center staff is essential to successfully fulfilling our operational needs.

Job Summary:
In addition to the responsibilities listed below, this individual contributor is also responsible for assisting with off-site media storage by controlling and tracking media; maintaining proper media transport and/or receipt procedures; maintaining proper Hard Disk Drive (HDD) erasure, degaussing, and destruction procedures; and assisting in local data center asset tracking and reporting for hardware assets from receipt through initial install. Additionally, this job will be responsible for providing first level support for raised floor incident resolution (e.g., physical equipment and power distribution strip monitoring, etc.),

and ensuring that employees, contractors, vendors, and visitors accessing the national data centers and associated IT areas are accounted for and trained as appropriate.
This position is also responsible for providing data center business continuity services, support, and implementation requirements. This position is a member of the data center Building Emergency Response Team (BERT) and assists in providing Data Center continuity planning; developing formal communications and training regarding Data Center business continuity implementation plans. This includes developing emergency evacuation documentation and conducting testing.

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.,…