"Desktop Support Analyst"

SCHOOL/UNIT DESCRIPTION:

The Sarafan ChEM-H / Wu Tsai Neurosciences building is a new research complex that serves as the home base for two interdisciplinary life sciences institutes at Stanford University: Sarafan ChEM-H and the Wu Tsai Neurosciences Institute. The 235,000 square foot complex is home to more than 30 laboratories, shared research facilities, meeting spaces and a pub. The complex is ideally situated between the School of Engineering, the School of Medicine and the James H. Clark Center, with the School of Humanities and Sciences also nearby. Strong connecting pathways between the schools and Stanford Bio-X are integral to the design.

Our VPDoR Diversity Journey:

• We create a hub of innovation through the power of diversity of disciplines and people.
• We provide equitable access and opportunity to all members of the community in order to do their best work, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
• We listen to and value all colleagues who bring diverse perspectives to the advancement and development of a respectful community.
• We promote a culture of belonging, equity, and safety.
• We embed these values in excellence of education, research, and operation.

POSITION SUMMARY:

The Sarafan ChEM-H / Wu Tsai Neurosciences facilities operations team seeks a Desktop Support Analyst to provide support to the two institutes’ faculty, staff, and students. You would be part of a team providing technical (computer hardware, software, and network related problems), and facilities support to the residents of the Sarafan ChEM-H / Wu Tsai Neurosciences building. The vision of the IT team in facilities operations is to help the building’s residents to succeed in their research through innovative solutions and timely service.

CORE DUTIES:

• Provide the first line of response to requests for various hardware, software, peripheral, and networking technical assistance. Provide remote problem resolution when possible.
• Resolve basic end-user problems, escalate as appropriate.
• Install, upgrade, configure, and troubleshoot computing and communication devices and peripherals.
• Troubleshoot audio/video systems in event spaces and conference rooms.
• Manage ServiceNow ticket queue and resolve tickets in a timely manner.
• Apply security best practices when applicable.
• Gather and record asset inventory and software license information.
• Ensure users are assigned appropriate resources.

MINIMUM REQUIREMENTS:

Education & Experience:

Experience with various operating systems and computing devices. Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.

Preferred experience and qualifications:

• Two or more years of relevant experience or a combination of education and relevant experience highly preferred.
• Experience with various operating systems such as Windows, MacOS, Linux, Android, and iOS.
• Experience with troubleshooting hardware issues on desktop/laptop computing systems and mobile devices like smartphones and tablets.
• Experience supporting and troubleshooting enterprise email systems such as Office 365.
• Experience supporting audio/video technologies.
• Experience working in a higher education environment.
• ServiceNow or any other ticketing system experience.
• Basic understanding of networking technologies.

Knowledge, Skills and Abilities:

• Ability to provide excellent customer service.
• Demonstrated ability to work calmly, professionally, with attention to detail, and solid focus on client service.
• Demonstrated technical expertise & passion for support of Windows and Macintosh operating systems and a variety of software applications.
• Strong verbal and written communication skills.
• Demonstrated ability to solve problems related to software, hardware, and networking.
• Demonstrated ability to adapt to and work well within a team environment.
• Ability to work on multiple projects and under strict deadlines.

Certifications and Licenses:

CompTIA A+ certification is a plus.

* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

WORKING CONDITIONS:

• Regularly perform desk-based computer tasks.
• Frequently sitting, using a telephone, grasping lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
• Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
• Crawling, kneeling, climbing (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.
• May work extended hours and some weekends.

WORK STANDARDS:

• Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
• Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
• Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu.

Language for hybrid or on-site arrangements

The expected pay range for this position is $44.40 to $46 per hour. Stanford University provides pay ranges representing its good faith estimate of the salary or hourly wage the university reasonably expects to pay for a position upon hire. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs. At Stanford University, base pay represents only one aspect of the comprehensive rewards package.

Why Stanford is for You

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

• Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
• A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
• A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
• Discovery and fun. Stroll through historic sculptures, trails, and museums.
• Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more!