SERVICE DESK AGENT

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Day - 08 Hour (United States of America)

This is a technical position that requires a high level of customer service for our staff and patients. The position is on-site at our Newark, CA location. This is not a remote position.

This is a Stanford Health Care job.

A Brief Overview
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.

Locations
Stanford Health Care

What you will do
  • 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.

Education Qualifications
  • High school diploma

Experience Qualifications
  • Two (2) years of progressively responsible and directly related work experience.

Required Knowledge, Skills and Abilities
  • 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.

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

  • Know Me: Anticipate my needs and status to deliver effective care
  • Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
  • Coordinate for Me: Own the complexity of my care through coordination

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.