Learning Hub Technology Support Specialist
Vice Provost for Student Affairs, Stanford, California, United States

Schedule: Full-time
Job Code: 4732
Employee Status: Regular
Grade: H
Requisition ID: 94472

Learning Technologies & Spaces is looking for a Technology Support Specialist to provide outstanding technology support and customer service to the members of the Stanford community in the Lathrop Learning Hub. Students come to The Hub for all their academic technology needs, including technical support, equipment checkout, to explore new technologies and maker space programming. The Hub is the home of the Tech Desk, Student Technical Support, and the create:space makerspace.

Reporting to the Associate Director of the Learning Hub, the Learning Hub Technology Support Specialist works closely with the Learning Hub Services Manager to support a team of 25-30 part-time student employees to provide excellent customer service. This role manages loaner equipment, including mobile device management of laptops and iPads, distributes technology resources, responds to technical support questions and escalations, and assists with supervision of student employees.

This is a two year fixed-term position.

This job is for you if:

• You are passionate about customer service, technology, and helping students.
• You learn quickly, work well in a team environment, and are able to juggle multiple priorities.

If this sounds like the job for you, click the Apply for Job link to create an application on the Stanford Careers Page linked from this job posting. Along with your application, please include a resume and a cover letter describing your interest in this position and how you think your qualifications are a match. Inclusion and diversity are integral to Stanford's commitment to excellence. We are interested in candidates who have demonstrated experience engaging with diversity through activities such as fostering an inclusive environment, working with students and staff from diverse backgrounds, or incorporating diverse perspectives in their work.

Learning Spaces & Technologies is part of the Office of the Vice Provost for Student Affairs. Our members provide resources, facilities, and services in the areas of academic and emerging technologies, language learning and assessment, and learning space design in support of learning success for the Stanford University community technologies, language learning and assessment, and learning space design in support of learning success for the Stanford University community.

JOB PURPOSE:

Reporting to the Associate Director of the Learning Hub, the Technology Support Specialist maintains equipment inventory and functionality of resources, and provides technical support to end-users for computer hardware, software, and network related problems. Working with other LTS staff members, provides high-quality customer service experiences in primarily face-to-face interactions and to maintain informal learning environments.

CORE DUTIES*:

• Diagnose and resolve end-user problems; respond to escalated issues from clients and other support teams; perform triage, provide remote problem resolution when possible, refer problems to associated groups.
• Research, recommend and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with university systems and architecture.
• Research, recommend and implement approved standards used throughout the unit and contribute to the development of the client support strategy.
• Investigate and test new tools, systems, techniques, and software products.
• Provide technical guidance and training; guide part-time staff.
• Work on projects requiring expertise and creativity in analysis and deployment of technology.
• Ensure high quality customer service.
• Manage and maintain the loaner equipment inventory associated with activities of the Lathrop Learning Hub.
• Assist with training and inspiring a team of student workers to provide outstanding customer service while also maintaining sensitivity to the fact that students' academic work is their highest priority.
• Independently plan and effectively solve problems in a fluid, demanding environment.
• Assist with planning, organizing and running outreach activities, with the Associate Director, Learning Hub.
• May collect and analyze data, create reports, review and explain trends; formulate and evaluate alternative solutions and/or recommendations to achieve the goals of the Lathrop Learning Hub.

* Other duties may also be assigned

DESIRED QUALIFICATIONS:

• Fluency with troubleshooting hardware and software
• Experience with Jamf, ServiceNow, MacOS, Windows OS, and digital media production software.
• Experience working with higher education students or similar in a leadership or supervisory role.
• Knowledge of database management.

MINIMUM REQUIREMENTS:

Education & Experience:

• Two-year college degree and two or more years of relevant experience or a combination of education and relevant experience.
• Experience with various operating systems and computing devices.
• Experience installing and configuring desktop and communications devices in a networked computing environment.

Knowledge, Skills and Abilities:

• Strong written and verbal communication and interpersonal skills.
• Ability to provide excellent client service.
• Ability to apply diagnostic techniques for troubleshooting problems.
• 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.

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 the job.

WORKING CONDITIONS:

• This position will be regularly scheduled to work on-site.
• Will be regularly scheduled to work afternoons/evenings and Sundays.
• May require extended hours and weekends, on-call rotation.
• The university requires all staff to be fully vaccinated for COVID-19 and provide proof of vaccination prior to their start date unless granted a medical or religious accommodation

WORK STANDARDS:

• Interpersonal Skills: Demonstrate the ability to work well with Stanford colleagues and clients 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/.

WHY STANFORD IS FOR YOU

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

• Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
• A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
• A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
• Discovery and fun. Stroll through historic sculptures, trails, and museums.
• Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more

HOW TO APPLY:

We invite you to apply for this position by clicking on the “Apply for Job” button, please submit your resume and a one-page cover letter along with your online application.

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.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.


To be considered for this position please visit our web site and apply on line at the following link: https://careersearch.stanford.edu/jobs/learning-hub-technology-support-specialist-17639

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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