Senior Support Services Analyst

Senior Support Services Analyst

Location: Stanford

 

 SUMMARY OF POSITION

  • Founded in 1891, Stanford University is among the top academic institutions in the country, excelling in a wide range of fields from the humanities to information technology to the health sciences and medicine. The university is located near Palo Alto, 35 miles south of San Francisco, on an 8,800-acre campus.

  • Residential & Dining Enterprises (R&DE), the largest auxiliary organization at Stanford University, supports the academic mission of the University by providing the highest quality services to students and other members of the university community. The Department has an annual operating budget of over $270 million, oversees a 7 million sq. ft. physical plant across the campus, and provides housing for over 13,000 students and dependents, serves over 18,000 daily meals at 30 dining and retail locations and over 300,000 meals at Athletic Concessions events, and hosts 20,000 conference guests annually. Additionally, R&DE comprises 735 FTE staff in the following divisions: The Office of the Senior Associate Vice Provost, Student Housing, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, and a team of R&DE strategic business partners: Finance & Administration, Human Resources, Information Technology and Communications.

  • R&DE Information Technology consists of 26 full and part-time staff. The department is organized into six teams: CIO office, Portfolio and Project Management Office, Applications Development, Support Services, Security, and Systems Administration. R&DE IT supports over 70 applications and integrations, 2,200 technology assets, and 900+ users. In addition to providing excellence in everything they do; R&DE IT is dedicated to the mission and core values of Residential & Dining Enterprises.

  • The Support Services team provides value by maintaining and advancing the technology needs of R&DE and is comprised of three core support areas: Desktop and Application support; Point of Sale (PoS) and Internet of Things (IoT) support; and Audio/Visual (A/V) and Digital Signage support.

  • R&DE’s Desktop and Application team is responsible for the incident and request fulfillment related to desktop, mobile device, printer, software, software licensing management, and front-line support for the application portfolio.

  • R&DE’s Point of Sale (PoS) and Internet of Things (IoT) team provides support with the incident and request fulfillment related, but not limited to, break fix, transactional solutions delivery, and license management across Athletic Concessions, 12 café and retail locations, 9 dining halls, The Stanford Guest House, and more than 20 youth camps during Summer Conferences.

  • The A/V and digital signage team supports R&DE’s 3 conference centers and 47 conference rooms with on-site delivery, set up, operation, maintenance and troubleshooting of equipment related to A/V. R&DE’s conference centers are equipped with state-of-the-art audio/visual equipment including high-definition laser projection, sound and capturing capabilities for various types of high-profile events ranging from boardroom meetings to banquets and receptions.

  • The Computer Support Analyst 2 is a member of the Support Services team and furthers the mission of the organization by providing the highest quality service to students and other members of the university community in a sustainable and fiscally responsible manner. This customer facing role will provide technical support to end-users for computer hardware, software, network and data security related problems. The individual will also work with internal and cross-functional   teams   on   project   execution   and may   contribute   to   the   planning   of   operational   support   after   project implementation. The incumbent must also have a “can do” attitude; engage in a team collaborative environment; ensure that all assets comply with all governing rules, policies and procedures while providing guidance and assistance to clients and staff.

  • “Students (Customers) First “is the mantra of R&DE and our strategic goals reflect our commitment to delivering quality and excellence to our constituents every day. In R&DE, “Excellence is defined by aligning our strategic goals and performance with our vision.”

  • Under general supervision, provide technical support to end-users for computer hardware, audio/ visual, IoT, PoS, software, and network related problems.

CORE DUTIES:

  • Diagnose and resolve end-user problems on MAC OS X, Windows 10 and iOS platforms on a variety of hardware, IoT devices, PoS systems, and A/V systems at Escondido Village Graduate Residences and other locations as needed; respond to escalated issues from clients and other support teams within service level expectations; perform triage, provide remote problem resolution, when possible, refer problems to associated groups.
  • Install, upgrade, configure, set up, manage and troubleshoot computing equipment, audio/visual equipment, teleconferencing systems, communication devices, and POS devices and peripherals.
  • Research, recommend and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with university systems and architecture.
  • Work on projects requiring expertise and creativity in analysis and deployment of technology.
  • Investigate and test new tools, systems, techniques, and software products.
  • Create, update, and maintain documentation for clients and staff in compliance with university policy and federal and state regulations in Confluence and Service Now.
  • Other duties may also be assigned

 

ABOUT STANFORD UNIVERSITY AND RESIDENTIAL & DINING ENTERPRISES:

Founded in 1891, Stanford University is among the top academic institutions in the country, excelling in a wide range of fields from the humanities to information technology to the health sciences and medicine. The university is located near Palo Alto, 35 miles south of San Francisco, on an 8,800-acre campus.

Residential & Dining Enterprises (R&DE), the largest auxiliary organization at Stanford University, supports the academic mission of the University by providing the highest quality services to students and other members of the university community. The Department has an annual operating budget of over $270 million, oversees a 7 million sq. ft. physical plant across the campus, and provides housing for over 13,000 students and dependents, serves over 18,000 daily meals at 30 dining and retail locations and over 300,000 meals at Athletic Concessions events, and hosts 20,000 conference guests annually. Additionally, R&DE comprises 735 FTE staff in the following divisions: The Office of the Senior Associate Vice Provost, Student Housing, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, and a team of R&DE strategic business partners: Finance & Administration, Human Resources, Information Technology and Communications.

R&DE Information Technology consists of 26 full and part-time staff. The department is organized into six teams: CIO office, Portfolio and Project Management Office, Applications Development, Support Services, Security, and Systems Administration. R&DE IT supports over 70 applications and integrations, 2,200 technology assets, and 900+ users. In addition to providing excellence in everything they do; R&DE IT is dedicated to the mission and core values of Residential & Dining Enterprises.

The Support Services team provides value by maintaining and advancing the technology needs of R&DE and is comprised of three core support areas: Desktop and Application support; Point of Sale (PoS) and Internet of Things (IoT) support; and Audio/Visual (A/V) and Digital Signage support.

R&DE’s Desktop and Application team is responsible for the incident and request fulfillment related to desktop, mobile device, printer, software, software licensing management, and front-line support for the application portfolio.

R&DE’s Point of Sale (PoS) and Internet of Things (IoT) team provides support with the incident and request fulfillment related, but not limited to, break fix, transactional solutions delivery, and license management across Athletic Concessions, 12 café and retail locations, 9 dining halls, The Stanford Guest House, and more than 20 youth camps during Summer Conferences.

The A/V and digital signage team supports R&DE’s 3 conference centers and 47 conference rooms with on-site delivery, set up, operation, maintenance and troubleshooting of equipment related to A/V. R&DE’s conference centers are equipped with state-of-the-art audio/visual equipment including high-definition laser projection, sound and capturing capabilities for various types of high-profile events ranging from boardroom meetings to banquets and receptions.

The Computer Support Analyst 2 is a member of the Support Services team and furthers the mission of the organization by providing the highest quality service to students and other members of the university community in a sustainable and fiscally responsible manner. This customer facing role will provide technical support to end-users for computer hardware, software, network and data security related problems. The individual will also work with internal and cross-functional   teams   on   project   execution   and may   contribute   to   the   planning   of   operational   support   after   project implementation. The incumbent must also have a “can do” attitude; engage in a team collaborative environment; ensure that all assets comply with all governing rules, policies and procedures while providing guidance and assistance to clients and staff.

 “Students (Customers) First “is the mantra of R&DE and our strategic goals reflect our commitment to delivering quality and excellence to our constituents every day. In R&DE, “Excellence is defined by aligning our strategic goals and performance with our vision.”

JOB PURPOSE: Under general supervision, provide technical support to end-users for computer hardware, audio/ visual, IoT, PoS, software, and network related problems.

CORE DUTIES:

  • Diagnose and resolve end-user problems on MAC OS X, Windows 10 and iOS platforms on a variety of hardware, IoT devices, PoS systems, and A/V systems at Escondido Village Graduate Residences and other locations as needed; respond to escalated issues from clients and other support teams within service level expectations; perform triage, provide remote problem resolution, when possible, refer problems to associated groups.
  • Install, upgrade, configure, set up, manage and troubleshoot computing equipment, audio/visual equipment, teleconferencing systems, communication devices, and POS devices and peripherals.
  • Research, recommend and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with university systems and architecture.
  • Work on projects requiring expertise and creativity in analysis and deployment of technology.
  • Investigate and test new tools, systems, techniques, and software products.
  • Create, update, and maintain documentation for clients and staff in compliance with university policy and federal and state regulations in Confluence and Service Now.
  • Other duties may also be assigned

MINIMUM REQUIREMENTS:

Education & Experience:

Two-year college degree and two years of relevant experience or a combination of education and relevant experience

Knowledge, Skills and Abilities:

  • Excellent customer service skills and technical resolution skills.
  • Strong technical experience with Windows 7/10, Mac OS X, and iOS operating systems.
  • Strong technical experience and problem resolution with the application portfolio such as Office 365, Google Drive, One Drive, Duo Mobile, Adobe, Cisco Jabber, Cisco Any Connect VPN, VMWare Fusion, SLACK, BigFix, IBM TRIRIGA, EATEC, Reserve, Kronos time clocks, Oracle Opera, Kinetix, Crash Plan, Intelligent Hub, and Zoom.
  • Good technical experience and ability to troubleshoot a variety of audio/visual and teleconferencing equipment including but not limited to video cameras, video projection, and videoconferencing.
  • Ability to manage a variety of simultaneous projects within tight deadlines, excellent organizational and time management skills.
  • Excellent interpersonal skills, sound judgment, and diplomacy required to interact effectively with and provide customer service to a broad audience.
  • Ability to work independently as well as effectively in a collaborative team environment.
  • Ability to resolve issues quickly and make decisions that meet university objectives, in a collaborative culture.
  • Preferred: ITIL Foundations v3 certification and/or training.
  • Ability to obtain and maintain a California Non-commercial Class license.

Certifications and Licenses:

None

PHYSICAL REQUIREMENTS*:

  • Constantly perform desk-based computer tasks.
  • Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
  • Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
  • Kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, soft/file paperwork or parts, grasp forcefully.

*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:

  • On-Call Rotation. May work extended hours, evenings and 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.

 

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