SR SERVICE DESK AGENT

Stanford Health Care; Newark (CA); On-site; USD 48,000 - 61,000; Full time

Job summary

Stanford Health Care is hiring a Solutions Center Technician to provide Tier 1 remote and onsite IT support for SHC employees and patients. You will diagnose incidents, resolve common issues on first contact, and coordinate with field teams or OEMs when onsite support is needed.

You will assist patients with the MyHealth app and manage ticketing in ServiceNow. The role emphasizes patient experience, professional conduct, and ongoing learning in AI-enabled IT services within a hospital

Qualifications

• High school diploma or equivalent.
• 1–2 years related experience or equivalent knowledge.
• Experience troubleshooting and supporting Windows 7–11, Mac OS, MS Office, Outlook, VPN.
• Experience with ServiceNow tickets.
• Excellent customer service and communication skills.

Responsibilities

• Provide Tier 1 technical support for Stanford Health Care employees via multiple contact channels.
• Perform initial diagnosis and triage incidents and service requests.
• Resolve incidents on first contact for common IT issues using knowledge bases.
• Coordinate onsite or field support when required and liaise with OEMs.
• Stay updated on AI/ML developments to improve service offerings.
• Track tickets in the ServiceNow system and maintain knowledge articles.
• Assist patients with the MyHealth app, including account activations and password resets.
• Support MyHealth access and proxy access processes for medical records.

Skills

Customer service

Technical troubleshooting

Windows/Mac support

MyHealth app knowledge

Communication skills

Field support experience

Education

High school diploma or equivalent

Tools

ServiceNow

Knowledge databases

Job description

1.0 FTE Full time Day - 08 Hour R2661016 Onsite 108480032 TDS Support Svcs Technology & Digital Solutions NEWARK, 7600 Gateway Blvd, California

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)

A Brief Overview A Solutions Center Technician is responsible for providing first contact remote support to 35,000+ hospital, clinic, faculty and administrative personnel under the Stanford Medicine umbrella and 1.5M+ patients through various contact methods. For patients, the Solutions Center Technician will assist with a variety of technical support needs for the patient to login and use the Stanford Health Care MyHealth application. For Stanford Health Care employees, the Solutions Center Technician will assist with configuration, repair, and maintenance for a variety of end-user devices. The Solutions Center Technician will also coordinate onsite repair, maintenance and/or escalated support as required. Supporting callers from Stanford University and Stanford Children's Medicine Hospital will also be required for shared applications and environments. The position requires patience and a calm, reassuring temperament. Customer Service skills are essential. When competency achieved in the MyHealth and SHC technical support queues, the Solutions Center technician will begin training in the School of Medicine support queue.

This is a Stanford Health Care job.

Locations

Stanford Health Care

What You Will Do

• Provide Tier 1 technical support for Stanford Health Care employees through various forms of contact.
• Perform initial diagnosis and support of incidents and service requests.
• Consistently resolve incidents and service requests on first contact for common IT issues, using Stanford Health Care knowledge databases and technical service bulletins as required.
• Determine whether onsite support is required and coordinate with field support teams and OEM manufacturers to ensure timely response.
• Stay updated with the latest advancements in AI and machine learning to continuously innovate and improve service offerings.
• Monitor and evaluate the performance of AI applications, ensuring they meet business objectives and compliance standards.
• Coordinate support from Level 2 support teams to resolve incidents as required.
• Track status of incident and service request tickets using Stanford Health Care’s IT service management tool.
• Create, update, and maintain knowledge articles in the knowledge management system
• Provide technical support for the Stanford Health Care MyHealth application to our patients while representing Stanford Healthcare in a professional and businesslike manner.
• Perform MyHealth account activations, MyHealth account unlocks and MyHealth password resets.
• Assist patients with the process to obtain proxy access for medical records
• Provide “how to” steps for patients using the MyHealth application for messaging their primary care physician, renewing prescriptions, scheduling appointments etc.
• Provide limited troubleshooting for internet connection issues to access the MyHealth site.
• Assist patients with installing the MyHealth mobile app.
• Assist patients with all aspects of video visits – navigating the software, connecting to the video visit, etc.
• Provide detailed information into our ServiceNow ticketing system for all incidents and service requests.
• Consistently resolve incidents and service requests on first contact for common MyHealth issues using Knowledge Base articles and any technical documentation as required

Education Qualifications

• High school diploma, technical training, or equivalent combination of education and technical experience

Experience Qualifications

• One to two years related experience or equivalent knowledge

Required Knowledge, Skills And Abilities

• Strong experience troubleshooting, repairing, and supporting the following:
• Windows 7, Windows 8, Windows 10, Windows 11, 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.
• Experience tracking and updating tickets in ServiceNow preferred.
• Excellent customer service orientation and verbal communication skills
• Ability to work in the field with accuracy and minimal direction.
• Experience and general knowledge of local internet connections and support of Wi-Fi issues.
• Ability to handle calls in our MyHealth, Password Reset and Stanford Health Care IT queues with minimal assistance

These Principles Apply To ALL Employees

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• 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 $34.64 - $44.16 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.