Information Resources and Technology (IRT) provides information technology and informatics services in support of the Stanford School of Medicines (SSOM) clinical, research and educational missions. IRTs services include software development, web services, business intelligence, educational technology, data center, data security, IT support and clinical informatics. IRT provides Tier 1, 2, and 3 support for desktops, laptops, and mobile devices used by the SSOMs faculty, staff, students and affiliates to resolve issues involving security, communication, collaboration, and productivity applications.
We are re-engineering IT support at the Stanford School of Medicine and seeking an IRT Support Associate to provide outstanding service to our users. The Support Associate will be part of a team of support consultants, and will work under direct supervision to provide technical support to end-users across the School of Medicine for computer hardware, software, and network related issues in a complex environment. They will resolve basic problems while referring more complex problems to other staff.
Provide first line of response to requests for various hardware, software, peripheral, and networking technical assistance. Provide remote problem resolution when possible
Resolve basic end-user problems, escalate as appropriate.
Install, upgrade, configure, and troubleshoot computing and communication devices and peripherals.
Perform, schedule, and monitor system alerts, work queues, backups, and recovery activities.
Apply security best practices.
Gather and record asset inventory and software license information.
Ensure users are assigned appropriate resources.
* - Other duties may also be assigned
Prior experience with academic and/or healthcare environments
Prior experience providing technical support in a Help Desk or Desktop support environment.
Experience with incident based ticketing systems
Ability to support and interact with all levels of personnel in a friendly, courteous and professional manner.
Recent experience supporting users remotely, over the phone and in person
Knowledge of latest Mac, Windows, and mobile device platforms
EDUCATION & EXPERIENCE (REQUIRED):
Experience with various operating systems and computing devices. Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.
KNOWLEDGE, SKILLS AND ABILITIES (REQUIRED):
Strong communication and interpersonal skills.
Ability to provide excellent client service.
Ability to apply diagnostic techniques for problem troubleshooting.
Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.
Constantly perform desk-based computer tasks.
Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
May require extended hours and weekends, on-call rotation
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu
Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains d...edicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 9000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu.
Stanford University is an equal opportunity employer and is committed to increasing the diversity of its faculty. It welcomes nominations of and applications from women, members of minority groups, protected veterans and individuals with disabilities, as well as from others who would bring additional dimensions to the university’s research, teaching and clinical missions.