Service Desk Analyst I

Location
Stanford
Posted
Oct 12, 2017
Institution Type
Four-Year Institution


Stanford University

Service Desk Analyst I

Job Number:
76646

JOB PURPOSE: Under direct supervision, provide technical support to end-users for computer hardware, software, and network related problems. Resolve basic problems while referring more complex problems to intermediate and/or senior level.

CORE DUTIES*:

  • Act as the first line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate tier 2 and/or tier 3 support teams.
  • Install, upgrade, configure, and troubleshoot computing and communication devices and peripherals.
  • Coordinate hardware and software purchases.
  • Perform, schedule, and monitor system alerts, work queues, backups, and recovery activities.
  • Update daily status reports and shift handover reports if applicable.
  • Apply security best practices.
  • Gather asset inventory and software license information.
  • Ensure users are assigned appropriate resources. * - Other duties may also be assigned

    MINIMUM REQUIREMENTS:

    Education & Experience:

    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:

  • Strong communication and interpersonal skills.
  • Ability to provide excellent customer service. Ability to apply diagnostic techniques for problem troubleshooting. Certifications and Licenses:

    None 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. 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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