IT Systems Analyst Job Code: 4732 Grade: H Stanford Law School seeks to hire the best talent and to promote a safe and secure environment for all members of the university community and its property. To that end, new staff hires must successfully pass a background check prior to starting work at Stanford University.
IT Systems Analyst
The IT Systems Analyst (ISA) operationally reports to the Technical Services Director and administratively to the CIO (Chief Information Officer) 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, provide technical support to end-users for 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; some extended hours based on help desk rotation of duties; and on-call weekend rotation (as often as at least once/month).
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 via LogMeIn Rescue
Deploy computer systems using disk imaging tools such as Ghost Image Server
Support AV (Audio Video) setup/tear down and related support requests
Use Stanford UIT Help Desk ticketing system to answer service requests from end users
Create and update network records using NetDB systems
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.
* - Other duties may also be assigned
MINIMUM REQUIREMENTS: Education & Experience: Two-year college degree and two or more years of relevant experience or a combination of education and relevant experience supporting end users. Bachelor's degree preferred.
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
Experience with PC/Mac/UNIX 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, ServiceNow, Zoom, WebEx, LogMeIn Rescue, Microsoft Office suite, Google Apps EDU
Ability to manage multiple competing priorities and work under pressure in high-stress situations, including handling difficult clients.
Ability to work effectively with minimum direction
Troubleshooting hardware and software issues with desktops and laptops
Able to diagnose networking problems with DNS, TCP IP, and DHCP
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. WORKING CONDITIONS:
Scheduled hours are 8am - 5pm, Monday through Friday
Positions 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.
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, http://adminguide.stanford.edu.
Location: School of Law, California, United States Schedule: Classification Level:
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 9000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu.