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.
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.
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.