IT Support Analyst, Stanford Law School

📁
Information Technology Services
📅
91797 Requisition #

The IT Support Analyst (ISA) reports to the Technical Services Director 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).

Responsibilities

  • 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.

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

 

*  Other duties may also be assigned *

 

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 supporting end users preferred.

 

Knowledge, Skills and Abilities: 

 

  • Strong communication and interpersonal skills.

  • Ability to provide excellent client service.

  • Ability to apply diagnostic techniques for problem troubleshooting.

  • 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.

 

Preferred 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.

  • 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.

 

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

  • Position 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.

 

Stanford Law School seeks to hire the best talent and to promote a safe and secure environment for all members of the university community and its property. To that end, new staff hires must successfully pass a background check prior to starting work at Stanford University.

 

My Submissions

Track your opportunities.

My Submissions

Similar Listings

School of Law, Stanford, California, United States

📁 Information Technology Services

School of Law, Stanford, California, United States

📁 Information Technology Services

Global Impact
We believe in having a global impact

Climate and Sustainability

Stanford's deep commitment to sustainability practices has earned us a Platinum rating and inspired a new school aimed at tackling climate change.

Medical Innovations

Stanford's Innovative Medicines Accelerator is currently focused entirely on helping faculty generate and test new medicines that can slow the spread of COVID-19.

Technology

From Google and PayPal to Netflix and Snapchat, Stanford has housed some of the most celebrated innovations in Silicon Valley.

Advancing Education

Through rigorous research, model training programs and partnerships with educators worldwide, Stanford is pursuing equitable, accessible and effective learning for all.

Working Here
We believe you matter as much as the work

Group Dance Class In A Gym
Nora Cata Portrait

I love that Stanford is supportive of learning, and as an education institution, that pursuit of knowledge extends to staff members through professional development, wellness, financial planning and staff affinity groups.

Nora Cata

School of Engineering

Students Working With A Robot Arm
Philip Cheng Portrait

I get to apply my real-world experiences in a setting that welcomes diversity in thinking and offers support in applying new methods. In my short time at Stanford, I've been able to streamline processes that provide better and faster information to our students.

Philip Cheng

School of Medicine

Students Working With A Robot Arm
Denisha Clark Portrait

Besides its contributions to science, health, and medicine, Stanford is also the home of pioneers across disciplines. Joining Stanford has been a great way to contribute to our society by supporting emerging leaders.

Denisha Clark

School of Medicine

Students Working With A Robot Arm
Laura Lind Portrait

I like working in a place where ideas matter. Working at Stanford means being part of a vibrant, international culture in addition to getting to do meaningful work.

Laura Lind

Office of the President and Provost

Getting Started
We believe that you can love your job

Join Stanford in shaping a better tomorrow for your community, humanity and the planet we call home.

  • 4.4 Review Ratings
  • 89% Recommend to a Friend
  • 90% Approve of President

View All Jobs