Rlf Service Desk Agent

Overview

0.0 FTE Part time Rotating - 08 Hour R2655461 Onsite  TDS Support Svcs Technology & Digital Solutions PLEASANTON, 5555 W. Las Positas Blvd., California

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Rotating - 08 Hour (United States of America)

This is a Stanford Health Care job.

The Relief 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. Relief Service Desk Agent I attempts to resolve incidents during the initial contact in a professional and efficient manner. Additionally, the Relief Service Desk Agent I coordinates onsite repair or OEM parts/maintenance or escalated support to Level 2 support teams as required.

Stanford Health Care

• 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.

• High school diploma

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

• Strong experience troubleshooting, repairing, and supporting the following:
• Windows 7, Windows 8, and Mac operating systems, as well as common end user computing applications (e.g., MS Office, Outlook, VPN);
• 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;
• Apple (iPad) and other common tablet computing devices;
• Printers, monitors, external hard-drives, network interface cards, etc.;
• Experience tracking and updating tickets in Service Now preferred.
• MCSA Windows 7, MCSA Windows 8, and CompTIA A+ preferred.
• 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. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. You will execute against our three experience pillars from the patient and family’s perspective:
Know Me, Show Me the Way, and Coordinate for Me.

• 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

Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment. SHC does not discriminate 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, disability, or the perception of any of the above.

People of all genders 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.

Base Pay Scale:
Generally starting at $28.19 - $35.95 per hour. The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.