IT Support Analyst, Stanford Law School

Stanford University School of Medicine; Palo Alto (CA); 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 on site. You will troubleshoot hardware, software, and network issues, deploy systems, and support AV equipment, while rotating after-hours and weekend on-call duties.

The role requires strong customer service skills, the ability to manage priorities, and experience with Windows/Mac OS, DNS/TCP/IP/DHCP, and collaboration tools like WebEx and Zoom.

Qualifications

• Two-year college degree and two or more years of relevant experience.
• Experience with PC/Mac/UNIX and cloud-based file sharing.
• 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.
• 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. 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.May guide other staff.
• Work on projects requiring expertise and creativity in analysis and deployment of technology.
• Other duties may also be assigned

Skills

Strong communication

Interpersonal skills

Customer service

Time management

DNS/TCP-IP/DHCP

Troubleshooting hardware

Education

Two-year college degree

+2 years relevant experience

Tools

WebEx

Zoom

Microsoft Office

Google Apps EDU

Job description

Job Description

Budgeted Salary Range: The Law School’s budgeted salary range for this position is $115,000-$124,000 per annum.

(On-Site Position)

The IT Support Analyst (ISA) reports to the Help Desk Supervisor 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). In this position, you will be expected to have the knowledge of, and commitment to execute best practices in a help desk/service management environment.

Responsibilities & Core Duties

• 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.May guide other staff.
• Work on projects requiring expertise and creativity in analysis and deployment of technology.
• Other duties may also be assigned

Preferred Skills And Abilities

• 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.

Working Conditions

• Scheduled hours are 8am – 5pm, Monday through Friday
• Position requires extended hours and weekends, on-call rotation

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 Education And 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.

About Us

At Stanford, every employee plays a part in our mission for a better tomorrow—from researchers to operations and from food services to educators. Join our team to work towards a future you believe in.

The job duties listed are typical examples of work performed by positions in this job classifications 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.

Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources by submitting a help ticket.

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. See Admin Guide 1.7.4: Equal Employment Opportunity, Non-Discrimination, and affirmative action policy; Know Your Rights: Workplace Discrimination is Illegal.