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Information Technology Services
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86013 Requisition #
Note: 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.

JOB PURPOSE:
Under general supervision, provide technical support to end-users for computer hardware, software, and network related problems.
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; may guide other staff.
  • Work on projects requiring expertise and creativity in analysis and deployment of technology.
  • May perform routine server administration.

MINIMUM REQUIREMENTS:

Education & Experience:

Two-year college degree and two or more years of relevant experience or 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 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.

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:
  • May require 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 is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.


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