On-Site IT Support & AV Specialist — Help Desk

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

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.