Job Purpose: Under general supervision, provide advanced (tier two and three) support for University IT Provided Services including messaging, mobile, MDM, collaboration, ITSM, ERP, IDM, IAM, BI, Infosec, cloud storage, communication, ordering systems, and network related problems.
Serve as a technical expert or tier 2 support in a client support group.
Diagnose and resolve basic and more complex problems; respond to escalated problems from clients; perform triage, provide remote problem resolution when possible, dispatch problems to associated groups throughout the unit supported, and dispatch out to clients for hardware issues not resolved remotely.
Configure and troubleshoot computing systems in a diverse environment.
Research, recommend, and implement hardware and software purchases and configurations to meet customer needs and to help ensure compatibility with university systems and architecture.
Work on technical projects requiring expertise and creativity in analysis and deployment of technology.
Establish, communicate, and implement standards used throughout the unit and contribute to the development of the support strategy.
Investigate and test new tools, systems, techniques, and software products.
Provide technical guidance and advanced training; may supervise lower level staff; may lead or direct staff at the same level.
Work on projects requiring expertise and creativity in analysis and deployment of technology.
May perform routine server administration.
Minimum Education and Experience Required
Experience with various operating systems and computing devices.
Two-year college degree and two or more years of relevant experience or a combination of education and relevant experience.
Experience working with and supporting ERP applications such as Oracle, PeopleSoft and/or Reporting, Business Intelligence tools such as OBIEE
Experience understanding support metrics
Experience supporting and troubleshooting enterprise email systems such as Office 365
Experience supporting identity management and access control systems such as Active Directory
Understanding of cyber-security best practices
Minimum Knowledge, Skills and Abilities Required
Strong communication and interpersonal skills.
Ability to provide excellent customer service. Ability to apply diagnostic techniques for problem troubleshooting.
Ability to understand and analyze issues and suggest appropriate solutions
Ability switch context in a short time and address a broad range of issues
Experience with Service Now ITSM system a plus.
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.
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.
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.
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.