Education & Experience:Two-year college degree and two or more years of relevant experience or a combination of education and relevant experience supporting end users. Bachelor’s degree preferred.
Knowledge, Skills and Abilities: • Excellent written and verbal communication skills and the ability to work effectively with all levels of the organization
• Excellent customer service/relationship skills with the ability to establish effective, ongoing relationships with clients, staff, vendors, other departmental staff and management
• Ability to identify and address critical issues, troubleshoot and resolve problems for clients while exercising good judgment
• Knowledge of, and commitment to execute best practices in help desk/service management
• Experience with PC/Mac/UNIX 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, ServiceNow, Zoom, WebEx, LogMeIn Rescue, Microsoft Office suite, Google Apps EDU
• Ability to manage multiple competing priorities and work under pressure in high-stress situations, including handling difficult clients.
• Ability to work effectively with minimum direction
• Troubleshooting hardware and software issues with desktops and laptops
• Able to diagnose networking problems with DNS, TCP IP, and DHCP
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:
• Scheduled hours are 8am – 5pm, Monday through Friday
• Positions requires 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.
