IT Support Analyst, Stanford Law School

Budgeted Salary Range:  The Law School’s budgeted salary range for this position is $115,000-$124,000 per annum.

 

(On-Site Position)

 

The IT Support Analyst (ISA) reports to the Help Desk Supervisor at Stanford Law School.  The ISA will focus his/her efforts in coordinating and performing technical support activities for students, staff and faculty at Stanford Law School. Under general supervision, the ISA provides technical and Audio/Visual (AV) support to end-users; troubleshoots and solves computer hardware, software, and network-related problems. The ISA will be assigned help tickets and be expected to resolve them in a timely manner. Scheduled hours for this position are Monday through Friday, 8 am to 5 pm; extended hours required as needed, (i.e. based on help desk rotation of duties) including on-call weekend rotation (as often as at least once/month).   In this position, you will be expected to have the knowledge of, and commitment to execute best practices in a help desk/service management environment.

Responsibilities & Core Duties:

Diagnose and resolve end-user problems; respond to escalated issues from faculty, staff, and students; perform triage.  Contribute to the development of the client support strategy.

Participate in on call rotation of the Support Service Operation including after-hours support.

Function as a proactive customer advocate and help ensure end-user requests are properly managed through the appropriate issue resolution procedures.

Provide excellent quality, technical support for all Law School desktop/laptop systems on site and remotely.

Deploy computer systems using disk imaging tools.

Support AV equipment setup/tear down and related support requests.

Utilize the SLS Help Desk ticketing system to answer service requests from end users.

Research, recommend and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with university systems and architecture.

Provide technical guidance and training; Assist in the support of new application/system rollouts and upgrades by contributing to implementation plans and/or team training sessions.  May guide other staff. 

Work on projects requiring expertise and creativity in analysis and deployment of technology.

 

*  Other duties may also be assigned *

 

Preferred Skills and Abilities:

Experience with PC/Mac/UNIX and cloud-based file sharing applications.

Experience with Macs and PCs, in terms of operation, installation, configuration, and hardware/software application.

Experience working with Windows and Mac OS, WebEx, Zoom Video Conference, Microsoft Office suite, Google Apps EDU.

Ability to manage multiple competing priorities and work under pressure. 

Ability to work effectively with minimum direction.

Troubleshooting hardware and software issues with desktops and laptops.

Able to diagnose problems with DNS, TCP IP, and DHCP.

 

Working Conditions:

Scheduled hours are 8am – 5pm, Monday through FridayPosition requires extended hours and weekends, on-call rotation 

Responsibilities

Core Duties:

• Diagnose and resolve end-user problems; respond to escalatedissues from clients and other support teams; perform triage, provideremote problem resolution when possible, refer problems to associatedgroups.

• Research, recommend and implement hardware and software purchasesand configurations to meet client needs and ensure compatibility withuniversity systems and architecture.

• Research, recommend and implement approved standards usedthroughout the unit and contribute to the development of the clientsupport strategy.

• Investigate and test new tools, systems, techniques, and softwareproducts.

• Provide technical guidance and training; may guide otherstaff.

• Work on projects requiring expertise and creativity in analysisand deployment of technology.

• May perform routine server administration.

Minimum Education andExperience:

Two-year college degree and two or more years of relevant experienceor a combination of education and relevant experience.

Knowledge, Skills and Abilities:

• Strong communication and interpersonal skills.

• Ability to provide excellent client service.

• Ability to apply diagnostic techniques for problemtroubleshooting.

• Ability to apply information technology best practices, includingsecurity (this includes information security or physical security, suchas asset management) to problem resolution and troubleshooting.