Computing Support Analyst 2

Job description



Computing Support Analyst 2

Stanford University

Job Number:
79775

Job Code: 4732
Grade: H

Job Purpose: Under general supervision, provide advanced (tier two and three) support for University IT provided services including Office 365, 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.
  • Collaborate with others on the team and freely share knowledge.
  • 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 guide staff at the same level.
  • Work on projects requiring expertise and creativity in analysis and deployment of technology.
  • May perform routine server administration.
* - Other duties may also be assigned
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 supporting and troubleshooting enterprise email systems such as Office 365
  • Understanding of cyber-security best practices
  • 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 identity management and access control systems such as Active Directory

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.

WORKING CONDITIONS:
  • May require extended hours and weekends, on-call rotation.

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.

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 the job.



Job:

Location: Business Affairs, California, United States
Schedule:
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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Job No:
Posted: 7/20/2018
Application Due: 7/20/2030
Work Type:
Salary: