Desktop Support Associate

Title: Desktop Support Associate

Location: Stanford United States

Requisition ID: 108112

Work Arrangement: Hybrid Eligible

Job Description:

Welcome to Land, Buildings & Real Estate: 
Land, Buildings & Real Estate (LBRE) is the operational core of Stanford University’s physical campus. LBRE constructs and maintains the Stanford campus, where advancements across the academic spectrum are made possible. Our work is founded upon the collective value of dedication, innovation, expertise, teamwork, and continuous improvement. We are committed to serving the university’s academic mission, as well as preserving and enhancing Stanford’s 8,180 acres, and pride ourselves on supporting the teaching and research of the university as “Caretakers of a LEGACY." 

 

About the team: 
Stanford University is home to the most dynamic, innovative, and collaborative IT community in Silicon Valley and across higher education. Our shared purpose is to attract and develop the top IT talent by providing an extraordinary work environment that celebrates the diversity of background, thought, and experience of our people. We deliver human-centric information and support services that power Stanford’s unparalleled learning, research, and healthcare mission. 

 

The Technical Services Group provides end-user computing device support for employees and affiliates of the Office of Land, Buildings and Real Estate.

 

A few of the services the team provides:

• Desktop support services for Stanford owned Windows, iOS, and Mac devices.
   
• Procurement, setup, installation, and configuration of laptops, desktops, and mobile devices.
   
• Consulting services to LBRE workgroups on various technological needs; guidance and assistance with special projects.
   
• Provide group or 1:1 technology training.
   
• Troubleshooting wired and wireless connectivity.
   
• General support for software applications such as Microsoft Office, Adobe applications (Acrobat, Photoshop, Creative Suite), Bluebeam, AutoCAD, ArcGIS, etc.
   
• General support for Stanford approved cloud-based applications such as Microsoft OneDrive, SharePoint, Google Drive, and Box.
   
• Printer and plotter support, including connecting network printers, driver installation, and troubleshooting printing/plotter problems.
   
• Connection and troubleshooting of peripherals, like keyboards/mice, monitors, scanners, etc.
   
• Migration of files between systems, data backups, and restores.
   
• Support for Virtual Desktop clients.
   
• Travel between campus sites using shared transportation (drive/bike/golf cart) to deliver hands-on technical support.
   
• Assist with inter-office desk moves.
   
• And other tasks as assigned.

 

Who you are:

• You thrive in helping people, especially with technology issues.
   
• You treat customers’ problems as your own and work side-by-side with them to help solve their problems.
   
• You are an organizer by nature and find satisfaction in creating order and efficiency.
   
• You are curious and love learning about and using technology of all types.
   
• You are reliable and comfortable moving between locations for on-site support.
   
• You are able to translate technical concepts into clear, non-technical concepts. 

This is a 100% FTE, continuing, non-exempt position with opportunity to grow within the team and position. 

We are open to a hybrid work arrangement (a combination of onsite and work from home). The expectation is that this position will be onsite a minimum of 2 days/week, 7am - 4pm Monday - Friday. You will split your onsite time between our Stanford Redwood City Campus (415 Broadway, Redwood City, California) and the Stanford Campus (Stanford, California). 

Minimum Requirements: 
Education & Experience:

• Experience with various operating systems and computing devices. 
   
• Experience installing and configuring desktop computer systems in a networked computing environment 
   
• Experience using diagnostic techniques to troubleshoot technical issues.   

Minimum Knowledge, Skills, and Abilities:

• Strong communication and interpersonal skills.
   
• Commitment to excellent client service.
   
• Ability to apply diagnostic techniques for problem troubleshooting and documenting outcomes.
   
• 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.  
   

Preferred Knowledge, Skills, and Abilities:

• Background in customer service and working with customers in person and remote.
   
• Ability to quickly gain proficiency in new technologies.
   
• Organized, with an ability to prioritize time-sensitive assignments.
   
• Excellent organizational skills and attention to detail.
   
• Energetic, Creative, Curious and Flexible.
   
• Demonstrated success in time management with the ability to prioritize tasks and projects.
   
• Experience working with Microsoft Office Suite and Outlook.
   
• Proficient in the use of Google Docs, Sheets, Microsoft Excel, or similar tools.
   
• Experience in Windows Operating Systems and Apple iOS Operating Systems.
   
• Strong verbal and written communication skills in English.
   
• Verbal proficiency in Spanish is a plus. 

 

Certifications and License:

• Must possess and maintain a valid California non-commercial Class C Driver’s License.

 

Physical Requirements*:

• Constantly perform desk-based computer tasks.
   
• Frequently sitting, using a cell phone, 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. 
   
• Ability to drive day or night.

 

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.
   
• When conducting university business, must comply with California Vehicle Code and Stanford University driving requirements

The expected pay range for this position is $44.40 to $49.88 per hour.

Stanford University provides pay ranges representing its good faith estimate of the salary or hourly wage the university reasonably expects to pay for a position upon hire. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs. At Stanford University, base pay represents only one aspect of the comprehensive rewards package.