Senior End User Services Tech - IS-Service Management & Desktop (1.0 FTE, Days)
1.0 FTE, 8 Hour Day Shift
At Stanford Children’s Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.
This paragraph summarizes the general nature, level and purpose of the job.
In this role, the Senior End User Services Technician will interface with all levels of customers from the nurses, physicians to executive leadership. Support includes the main hospital campus and all of the Ambulatory and Clinic locations which are geographically dispersed throughout the California Bay Area. This role will serve as Subject Matter Expert for a multiple areas/zones and will be the escalation point for other End User Services Technicians. This role at times may operate (in a limited capacity) as a Team Lead, in the absence of the Team Lead.
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.
Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.
Must perform all duties and responsibilities in accordance with the Service Standards of the Hospital(s).
Opens support tickets for inbound calls, email and monitoring offline servers, power and ISP, works on open tickets to resolution and/or develop workarounds until resolution can be achieved, escalate tickets to next level support as necessary and communicate regularly and effectively with clients on open ticket status
Researches issues using all available resources
Resolves escalated tickets
Proactively addresses day-to-day network issues (back-ups, etc.)
Determines the root cause of problems and work proactively to address them
Coordinates and work with vendors
Trains end users in the proper use of hardware and software
Creates and assists in the maintenance of network documentation
Maintains records of daily data communication transactions, issues and remedial actions taken or installation activities
Performs after hours pager support on a rotation
Provides timely and creative solutions to end-user computer issues of a moderate to complex nature to ensure end-user productivity
Analyzes consistent or repetitive issues or problems, develop creative solutions and assess risks / benefits; develop strategies for resolving identified issues and how to prevent future occurrences
Coordinates configuration/installation and general troubleshooting of all end-user (Mac & Windows) hardware, software and peripherals. Performs restorative and maintenance actions either remotely or at the end-user’s location to resolve problems using basic troubleshooting and technical skills
Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves and configuration changes
Documents, maintains, upgrades or replaces hardware and software on end-user computer systems
Coordinates the deployment, testing, maintenance, support and upgrade for end-user Mac and Windows hardware, software, including operating systems and software updates
Provides expert level support of clinical software and hardware;
Coordinates timely support and repair on various Information Service equipment covered by third-party vendor maintenance agreements
Coordinates department related Information Service incidents assigned, ensuring maximum issue resolution in minimum time with the end-user the main focus
Document supported systems and application procedures and processes
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: Completion of a certificate program or technical school in computer science or related field
Experience: Five (5) years of progressively responsible 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.
Ability to develop and expand customer focused technology solutions.
Knowledge of the fundamentals of network technology including, but not limited to, TCP/IP, DNS, DHCP, LANs, WANs, NAT and wireless
Knowledge Microsoft Windows, Mac and Mobile device (iOS, Android, Windows Mobile, etc) terminology
Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions and to identify complex problems and review related information to develop and evaluate options and implement solutions
Ability to communicate information and ideas in speech and writing so that others (technical and non-technical) will understand
Ability to organize and manage multiple priorities
Ability to actively listen: giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Ability to follow directions well
Ability to work collaboratively within a team as well as independently
Ability to relate to clients in a meaningful way – “having a unique personal touch”
Ability to work both independently and within a team environment
Ability to stay in touch with technology changes and our client's operating environment changes
Knowledge of Windows and Android mobile client devices, and Apple iOS products
Ability to communicate effectively with management, peers, and customers, via email, phone and in face-to-face situations (written and verbal)
Ability to speak, read, write, and understand English effectively at a level appropriate for the safe and effective performance of the job.
Physical Requirements and Working Conditions
The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.
Compensation is based on the level and requirements of the role.
Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data.
Typically, new team members join at the minimum to mid salary range.
Minimum to Midpoint Range (1.0 FTE): $74,568.00 to $98,852.00
Equal Opportunity Employer