IT Support Analyst, Stanford Law School

Budgeted Salary Range: The Law School’s budgeted salary range for this position is $115,000-$124,000 per annum.

(On-Site Position)

The IT Support Analyst (ISA) reports to the Help Desk Supervisor at Stanford Law School. The ISA will focus his/her efforts in coordinating and performing technical support activities for students, staff and faculty at Stanford Law School. Under general supervision, the ISA provides technical and Audio/Visual (AV) support to end-users; troubleshoots and solves computer hardware, software, and network-related problems. The ISA will be assigned help tickets and be expected to resolve them in a timely manner. Scheduled hours for this position are Monday through Friday, 8 am to 5 pm; 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. Contribute to the development of the client support strategy.

• 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. May guide other staff.

• Work on projects requiring expertise and creativity in analysis and deployment of technology.

* Other duties may also be assigned *

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.

Working Conditions:

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

Core Duties:

• 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.

• Work on projects requiring expertise and creativity in analysis and deployment of technology.

• May perform routine server administration.

Minimum Education and 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:

• 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.