IT Support Analyst

IT Support Analyst

The IT Support Analyst (ISA) reports to the IT Support Lead at Stanford Law School. As the ISA, you will focus your efforts on coordinating and performing technical support activities for students, staff and faculty at Stanford Law School. Under general supervision, you will provide technical and Audio/Visual (AV) support to end-users; troubleshoot and solve computer hardware, software, and network related problems, along with a variety of other issues that may be presented by the Law School community members. As part of the Stanford Law School IT support team, you will be assigned help tickets, which are expected to be handled with quality customer service and resolved in a timely manner. Scheduled hours for this position are Monday through Friday, 8 am to 5 pm, on the Stanford Campus; 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.
• 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.
• Work on projects requiring expertise and creativity in analysis and deployment of technology.

Minimum Requirements

• Education & 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

• Excellent written and verbal communication skills and the ability to work effectively with all levels of the organization.
• Excellent customer service/relationship skills with the ability to establish effective, ongoing relationships with clients, staff, vendors, other departmental staff and management.
• Ability to identify and address critical issues, troubleshoot and resolve problems for clients while exercising good judgment.
• Knowledge of, and commitment to execute best practices in help desk/service management.
• Ability to apply information technology best practices, including security to problem resolution and troubleshooting.

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.

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.
• Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.

Working Conditions

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

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.