IRT Support Associate



Stanford University

IRT Support Associate

Job Number:
75497

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. IRT 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.
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.
Duties include:
  • 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 DESIRED QUALIFICATIONS:
  • 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.

PHYSICAL REQUIREMENTS*:
  • 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

WORK STANDARDS:
  • 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:

To be considered for this position please visit our web site and apply on line at the following link: stanfordcareers.stanford.edu

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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