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Service Desk Agent I

Palo Alto, California Stanford Hospital & Clinics

Service Desk Agent I (46041)

Job Type: Full Time
FTE/Bi-Weekly Hours: 1.0/80
Shift: Days
Hours in Shift: 8
Location: Palo Alto, CA
Req: 46041

Job Description

The Service Desk Agent I is responsible for providing first contact remote support to SHC end users via phone, webchat, and email, assisting with the configuration, repair, and maintenance for a variety of end user devices and applications. Service Desk Agent I attempts to resolve incidents during the initial contact in a professional and efficient manner. Additionally, the Service Desk Agent I coordinates onsite repair or OEM parts/maintenance or escalated support to Level 2 support teams as required.

Essential Functions
The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

– Respond to calls, webchats, and emails from SHC end users.
– Perform initial diagnosis and support of incidents and service requests.
– Consistently resolve incidents and service requests on first contact for common IT issues, using SHC knowledge databases and technical service bulletins as required.
– Determine whether onsite support is required and coordinate with field support teams and OEM manufacturers to ensure timely response.
– Coordinate support from Level 2 support teams to resolve incidents as required.
– Track status of incident and service request tickets using SHC’s IT service management tool.
– Create, update, and maintain knowledge articles in the knowledge management system.
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.

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Minimum Requirements

Education: High school diploma
Experience: Two (2) years of progressively responsible and directly related work experience.

Knowledge, Skills, and Abilities
These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

– Strong experience troubleshooting, repairing, and supporting the following:
o Windows 7, Windows 8, 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.
MCSA Windows 7, MCSA Windows 8, and CompTIA A+ preferred.
Excellent customer service orientation and verbal communication skills
Ability to work in the field with accuracy and minimal direction.

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