SR SERVICE DESK AGENT

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered.

Day - 08 Hour (United States of America) This is a Stanford Health Care job.

A Brief Overview

The Service Desk Agent II is responsible for providing remote support to SHC end users, assisting with the installation, configuration, repair, and maintenance for a variety of end user devices and applications, coordination of onsite repair or OEM parts / maintenance as required, and support of incidents through resolution in collaboration with the SHC service desk and desktop engineering teams.

Locations

Stanford Health Care

What you will do

1. Respond to calls / incident tickets from the services desk / ITSM system, working with end users to perform initial diagnosis and consistently drive incident resolution.
2. Determine whether onsite support is required and coordinate with field support teams and OEM manufacturers to ensure timely response.
3. Coordinate support from desktop engineering teams to resolve incidents as required.
4. Maintain contact with the SHC Service Desk to provide regular status updates and prompt notice of incident resolution.
5. Create, update, and maintain knowledge articles in the knowledge management system.
6. Update and maintain the asset management system and configuration management database.
7. Analyze ticket trends to identify recurring incidents and perform root cause analysis.

Education Qualifications

• High school diploma

Experience Qualifications

• Two years of related work experience Required

Required Knowledge, Skills and Abilities

• Strong experience troubleshooting, repairing, and supporting the following:
• Windows 7, Windows 8, and Mac operating systems, as well as common end user computing applications (e.g., MS Office, Outlook, VPN);
• HP, Dell, Tangent, and Apple desktop / laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 of these hardware systems;
• Apple (iPad) and other common tablet computing devices;
• Printers, monitors, external hard-drives, network interface cards, etc.;
• MCSA Windows 7, MCSA Windows 8, and CompTIA A+ preferred.
• Knowledge of Active Directory, print queue management, and network fundamentals.
• Excellent customer service orientation and verbal communication skills; ability to work in the field with accuracy and minimal direction.

Licenses and Certifications

• Apple Certified Support Professional or Apple Certified Associate (preferred)
• Microsoft Certified Solutions Associate preferred
• CompTIA A+ preferred

These principles apply to ALL employees:

• SHC Commitment to Providing an Exceptional Patient & Family Experience
• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer

Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and / or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $33.11 - $42.21 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.