Service Desk Agent II - IT Support Services (Newark) (50391)

  • Job Type: Full Time
  • FTE/Bi-Weekly Hours: 1.0/80
  • Shift: Days
  • Hours in Shift: 8
  • Location: Newark, CA
  • Req: 50391

Job Description

Stanford Health Care recently won the 29th Annual CIO100 award for the work on SHC's MyHealth eCheckin and integrated Wayfind solution. The solution reminds the patient of their upcoming appointments, allows them to complete the check-in process in the comfort of their home, get step by step directions on campus to their clinic and be automatically checked in on arrival.
The industry first solution was conceived, designed and developed in house by the 'Software Design and Development' team. The MyHealth team, is a cross functional team of Designers, Software Developers, Analysts and Product Managers. They worked in close collaboration with clinical operations, revenue cycle, facilities management and patient experience on this project.
Every year, the CIO 100 recognizes and celebrates organizations and their IT teams that distinguish themselves by creating business value through innovative use of technology. This year there were over 400 organizations vying for a coveted top 100 spot.
The College of HealthCare Information Management Executives (CHIME) has designated Stanford Health Care again this year for 2018 Most Wired recognition at the CHIME Fall CIO Forum in San Diego.
This is Stanford Health Care's ninth year in a row receiving this recognition.
Job Summary

The Service Desk Agent II is responsible for providing remote support to SHC end users, assisting with the installation, configuration, repair, and maintenance for a variety of end user devices and applications, coordination of onsite repair or OEM parts/maintenance as required, and support of incidents through resolution in collaboration with the SHC service desk and desktop engineering teams.

Essential Functions
Respond to calls/incident tickets from the services desk/ITSM system, working with end users to perform initial diagnosis and consistently drive incident resolution.
Determine whether onsite support is required and coordinate with field support teams and OEM manufacturers to ensure timely response.
Coordinate support from desktop engineering teams to resolve incidents as required.
Maintain contact with the SHC Service Desk to provide regular status updates and prompt notice of incident resolution.
Create, update, and maintain knowledge articles in the knowledge management system.
Update and maintain the asset management system and configuration management database.
Analyze ticket trends to identify recurring incidents and perform root cause analysis.
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.


Minimum Requirements
Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: High school diploma
Experience: Three (3) years of progressively responsible and directly related work experience.
Preferred Certification: CompTIA A+, Microsoft Certified Solutions Associate.
Preferred Certification: Apple Certified Support Professional or Apple Certified Associate.
· Strong experience troubleshooting, repairing, and supporting the following:
o Windows 7, Windows 8, Windows 10, and Mac operating systems, as well as common end user computing applications (e.g., MS Office, Outlook, VPN);
o 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;
o Apple (iPad) and other common tablet computing devices;
o 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.

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