Service Desk Analyst 2

Location
Stanford
Posted
Aug 08, 2017
Administrative Jobs
Technology, IT Support & Training
Institution Type
Four-Year Institution


Stanford University

Service Desk Analyst 2

Job Number:
75896

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.

Core Duties
  • 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. 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. 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. 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.



    Job: Information Technology Services

    Location: Business Affairs
    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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