Information Resources and Technology (IRT) provides information technology and informatics services in support of the Stanford School of Medicine's (SSOM) clinical, research and educational missions. IRT's services include software development, web services, business intelligence, educational technology, data center, data security, IT support and clinical informatics.
We are re-engineering IT support at the Stanford School of Medicine and seeking a Desktop Support Consultant to provide outstanding service to our users. The Desktop Support Consultant will be part of a team of 10-15 support consultants, providing technical support to end-users across the School of Medicine for computer hardware, software, and network related issues in a complex environment. The IT Desktop Support team provides Tier 1, 2, and 3 support for desktops, laptops, and mobile devices used by the SSOM's faculty, staff, students and affiliates to resolve issues involving security, communication, collaboration, and productivity applications.
Diagnose and resolve end-user problems; respond to escalated issues from clients and other support teams; perform triage, provide remote problem resolution when possible, refer problems to associated groups.
Research, recommend and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with university systems and architecture.
Research, recommend and implement approved standards used throughout the unit and contribute to the development of the client support strategy.
Investigate and test new tools, systems, techniques, and software products.
Provide technical guidance and training; may guide other staff.
Foster positive end user relationships and drive customer satisfaction
Deliver on service commitments to users and departments within the School of Medicine
Work on projects requiring expertise and creativity in analysis and deployment of technology.
Participate in interviewing, training and mentoring junior team members
Support security standards and policies (anti-virus/anti-spam/firewall/patching/data security best practices)
Drive quality and adherence to best practices within the team, including delegating low complexity work to the Help Desk.
* - Other duties may also be assigned DESIRED QUALIFICATIONS:
Knowledge of operating systems, local area networks, tools and resources to troubleshoot and resolve common problems
Knowledge of native desktop security concepts and best practices.
Demonstrated experience in the administration of data backup and recovery.
Ability to independently manage priorities in setting appointments with users and ability to collaborate and work on a team of other Desktop Support Consultants.
EDUCATION & EXPERIENCE (REQUIRED):
Two-year college degree and two or more years of relevant experience or a combination of education and relevant experience. 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. WORKING CONDITIONS:
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.
Job: Information Technology Services
Location: School of Medicine Schedule: Full-time Classification Level:
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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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.