Desktop Support Consultant

Stanford University - Stanford, CA4.3

JCC: 4732

Grade: H

Would you like to help shape the future of Stanford’s School of Medicine as one of the most prestigious schools in the world? Join our IT Support team in leading and changing medicine as we know it today. We are looking for energetic self-starters who want to make a contribution as a Desktop Support Consultant to drive and support initiatives in the Office of Information Resources & Technology (IRT). Stanford University is an employer of choice in the Silicon Valley, sitting next to, and interacting with the world’s preeminent high tech companies. We offer a variety of benefits beyond traditional medical, dental, and retirement savings options. This is a culture where you can make a difference working alongside some of the brightest and advanced thinkers in the world.

Information Resources and Technology (IRT) provides information technology and informatics services in support of the Stanford School of Medicine’s (SSOM) clinical, research and educational missions. IRT’s services include software development, web services, business intelligence, educational technology, data center, data security, IT support and clinical informatics.

We are re-engineering IT support at the Stanford School of Medicine and seeking a Desktop Support Consultant to provide outstanding service to our users. The Desktop Support Consultant will be part of a team of 10-15 support consultants, providing technical support to end-users across the School of Medicine for computer hardware, software, and network related issues in a complex environment. The IT Desktop Support team provides Tier 1, 2, and 3 support for desktops, laptops, and mobile devices used by the SSOM’s faculty, staff, students and affiliates to resolve issues involving security, communication, collaboration, and productivity applications.

Our Desktop Support Consultant is a full-time continuing benefits eligible position reporting to our Desktop Support Manager. In this position you will be responsible and will:

Diagnose and resolve end-user problems; respond to escalated issues from clients and other support teams; perform triage, provide remote problem resolution when possible, refer problems to associated groups.
Research, recommend and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with university systems and architecture.
Research, recommend and implement approved standards used throughout the unit and contribute to the development of the client support strategy.
Investigate and test new tools, systems, techniques, and software products.
Provide technical guidance and training; may guide other staff.
Foster positive end user relationships and drive customer satisfaction
Deliver on service commitments to users and departments within the School of Medicine
Work on projects requiring expertise and creativity in analysis and deployment of technology.
Participate in interviewing, training and mentoring junior team members
Support security standards and policies (anti-virus/anti-spam/firewall/patching/data security best practices)
Drive quality and adherence to best practices within the team, including delegating low complexity work to the Help Desk.

  • - Other duties may also be assigned
This position currently works out of our office in Palo Alto and may move to the new Stanford Redwood City campus late May to late June 2019.

Knowledge of operating systems, local area networks, tools and resources to troubleshoot and resolve common problems
Knowledge of native desktop security concepts and best practices.
Demonstrated experience in the administration of data backup and recovery.
Ability to independently manage priorities in setting appointments with users and ability to collaborate and work on a team of other Desktop Support Consultants.

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

Strong communication and interpersonal skills.
Ability to provide excellent client service.
Ability to apply diagnostic techniques for problem troubleshooting.
Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.

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.

  • - 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 his or her job.
May require extended hours and weekends, on-call rotation

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,