IT Support Analyst: On-Site, On-Call Tech Expert

Abundance Network; United States; On-site; USD 115,000 - 124,000; Full time

Job summary

Stanford Law School is seeking an IT Support Analyst to coordinate and perform technical support for students, staff and faculty. The ISA provides hardware, software, and AV support on-site and remotely, diagnosing issues and resolving tickets with a focus on best practices in a help desk environment.

The position requires rotating after-hours support, weekend on-call duties, and deployment of systems using imaging tools, plus collaboration on software upgrades and new deployments.

Qualifications

• 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.

Responsibilities

• Diagnose and resolve end-user problems; respond to escalated issues from faculty, staff, and students; perform triage.
• 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.

Skills

PC/Mac/UNIX

Cloud-based file sharing

Windows OS

Mac OS

WebEx

Zoom

Microsoft Office

Google Apps EDU

Education

Two-year college degree

Tools

Desktop imaging tools

DNS/TCP/IP/DHCP troubleshooting

Job description

Stanford Law School is seeking an IT Support Analyst to coordinate and perform technical support for students, staff and faculty. The ISA provides hardware, software, and AV support on-site and remotely, diagnosing issues and resolving tickets with a focus on best practices in a help desk environment.

The position requires rotating after-hours support, weekend on-call duties, and deployment of systems using imaging tools, plus collaboration on software upgrades and new deployments.