Technical Support Specialist

About Stanford Libraries

The Stanford University Libraries (SUL) is a world-class, technology-oriented academic organization serving the needs of distinguished faculty, students and staff. With over 15 libraries and over 400 employees, we are committed to fueling teaching, learning and research across Stanford. The Libraries' values are rooted in a commitment to mutual respect and the idea that every member of the staff has something to contribute, and that learning is constant.

About the Position:

We seek a team member who is ready to share their skills and perspectives and collaborate with colleagues across the organization.

SUL Tech Support provides technology, support, purchasing, consultation and training to the staff of the University Libraries, which includes internationally recognized leaders in the fields of librarianship, academic technology, digital preservation, etc.

SUL Tech Support provides support on both Mac and PC computing systems. Macs constitute approximately one third of our environment, with Windows making up most of the remainder, followed by iOS and Linux. We support physical and virtual security needs; public computing, imaging, printing and AV conferencing hardware and software environments; backup, telephony, networking, and domain environments, and provide support as required for demands critical to the mission of the Stanford Libraries. We manage our work based on a home-grown integrated ticketing and inventory system. We maintain and support the full life-cycle of the devices used in the Libraries.

Under the supervision of the head of SUL Tech Support, the incumbent provides technical support to end-users for computer hardware, software, security and network related problems. The successful candidate is a team player with excellent customer service orientation, who seeks to join a team of committed technologists, who is well versed in, but not limited to, Windows products. We are looking for a candidate who can embrace the responsibility of providing IT services to the Stanford University Libraries community.

This position is full-time onsite.

CORE DUTIES*:

Reporting to the manager of SUL Tech Support, the Technical Support Analyst will:

● Perform lead responsibilities for Windows and Linux devices within the Libraries environment including imaging, troubleshooting, environment development, training, forecasting, etc.

● Diagnose and resolve end-user problems; respond to escalated issues from clients and other support teams; perform triage, provide remote problem resolution when possible, refer problems to associated groups or individuals.

● Research, evaluate and implement as needed, new and emerging technologies.

● Responsible for life-cycle processes for all SUL equipment and associated ticketing and inventory management.

● Research, recommend and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with university systems and architecture.

● Research, recommend and implement approved standards used throughout the unit and contribute to the development of the client support strategy.

● Investigate and test new tools, systems, techniques, and software products.

● Provide technical guidance and training; may guide other staff.

● Work on projects requiring expertise and creativity in analysis and deployment of technology.

● May perform routine server administration.

* – Other duties may also be assigned

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned

MINIMUM REQUIREMENTS:

Education & Experience:

Two-year college degree and two or more years of relevant experience or a combination of education and relevant experience.

Knowledge, Skills and Abilities:

● Must be a self-starter; work well with a diverse team, but also work independently.

● Working knowledge of Windows, Mac and Linux troubleshooting skills.

● Strong attention to detail and analytical skills.

● Strong written, communication and interpersonal skills.

● Ability to provide excellent client service.

● Ability to apply diagnostic techniques for problem troubleshooting.

● 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.

● Experience with university environments and culture is preferred.

PHYSICAL REQUIREMENTS*:

● Constantly perform desk-based computer tasks.

● Frequently sitting, use a telephone, 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.

* – Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

WORKING CONDITIONS:

● May work extended hours, evening and weekends for both project-based work and/or regular, on call operational support.

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, .

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Stanford welcomes applications from all who would bring additional dimensions to the University's research, teaching and clinical missions. We believe Stanford's future success will be shaped by the diverse perspectives, unique experiences, and inclusive culture of its community.

The expected pay range for this position is $66,560.00 to $112,000.00 per annum. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. 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

Why Stanford is for You:

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

● Freedom to grow. We offer career development programs, tuition reimbursement, and course auditing. Join a TedTalk, watch a film screening, or listen to a renowned author or global leader speak.

● A caring culture. We provide superb retirement plans, generous time-off, and family care resources.

● A healthier you. Choose from hundreds of health or fitness classes at our world-class exercise facilities. We provide excellent health care benefits.

● Discovery and fun. Stroll through historic sculptures, trails, and museums.

● Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more.

View or Apply

To help us track our recruitment effort, please indicate in your email – cover/motivation letter where ) you saw this job posting.