Location: Stanford, CA
Salary: $35.00 USD Hourly - $37.00 USD Hourly
Description: Computing Support Analyst 2 Palo Alto CA 1 Year+ This is a contract position for 1 year-term with the potential for extension based on departmental needs and performance. This is an on-site role (5 days/week) for Main Campus & Redwood City Campus. The typical work schedule is Monday to Friday, 8 AM to 5 PM PT, but may occasionally require extended hours, weekends, and on-call rotation. Description:
- As a client-focused unit within UIT, CRC is dedicated to providing innovative and user-friendly technology solutions that enhance productivity for Stanford's faculty, researchers, and staff. We operate as an internal service center, providing services to the university community while striving for financial self-sufficiency.
- Our goal is to prioritize the best interests of Stanford while delivering exceptional service and support.
Position Overview
- Stanford University's Computer Resource Consulting (CRC) team, part of University IT (UIT), is seeking a highly skilled Computing Support Analyst 2 (CSA2) to join our dynamic team.
- As a field technical consultant under general supervision, you will play a critical role in delivering technical support to end-users, resolving issues related to hardware, software, and network systems.
Core Responsibilities
Technical Support & Client Experience
- Deliver expert IT support to clients via multiple channels (in-person, phone, email and chats) ensuring prompt resolution and minimal downtime.
- Troubleshoot and resolve complex technical problems with Windows, Mac, networks, software, and hardware.
- Utilize logs and diagnostic tools to troubleshoot and identify root causes of technical issues, and capture trends to inform proactive support and improvement initiatives.
- Coordinate the delivery of peripherals and accessories to clients.
- Respond to and manage ticket updates through a service management tool (ServiceNow).
- Perform administrative tasks, such as attending meetings and completing specified duties.
- Consultative Support & Improvement
- Analyze and report on technical issues and trends, providing insights to improve service delivery and client experience.
- Proactively identify opportunities to enhance client experience and create proposed solutions/recommendations to leadership.
- Project Support & Rollouts
Collaborate with stakeholders and vendors on projects, testing new technologies and implementing solutions.
Projects include, but not limited to:
Network Upgrades:
Assist with physical switch installs, cable management, and testing connectivity during infrastructure refreshes.
Desk Moves: Handle the logistics of moving hardware, setting up workstations, and ensuring everything is plugged in and working on day one.
Testing: Help the team test new software or hardware before we roll it out to the whole organization.
Knowledge Management
Stay up-to-date with University IT standards, applying this knowledge to provide informed support and guidance.
Contribute to the development and maintenance of a knowledge base (internal wikis), including troubleshooting guides and FAQs, so the next person doesn't have to reinvent the wheel.
Requirements:
Required Skills and Qualities
Technical Expertise - Proficiency in Windows and Mac operating systems, with a strong understanding of network infrastructure and business software applications.
- Experience with mobile device operating systems, including iOS and Android.
- Strong research and analytical skills, with experience in troubleshooting and resolving complex technical issues.
- Apply a deep understanding of IT architecture and security best practices to provide high-level technical consultation.
- Consultative Skills
- Excellent problem-solving, communication, and customer care skills, with the ability to work independently and collaboratively as part of a team.
- Ability to work independently and collaboratively as part of a team
- Security, Compliance, and Tool Proficiency:
- Experience using ServiceNow (help desk ticketing system) and remote tools such as Bomgar.
- Administer and troubleshoot Mobile Device Management (MDM) solutions (Jamf, Intune) to ensure device compliance and automated software delivery.
- Support and maintain enterprise security tools, including EDR agents (CrowdStrike) and disk encryption health.
- Manage user lifecycle and access within Active Directory and identity providers, ensuring secure login via SSO and MFA/Duo.
Education & Experience Associate's degree with 2+ years of relevant experience, or a combination of education and relevant experience.
Certifications and Licenses Certifications in end-user technology support (e.g., CompTIA A+, Microsoft MCSA, Apple Certified Support Professional, or ITIL Foundations) are a plus and demonstrate a commitment to staying current with industry standards and best practices.
Working Environment and Physical Demands
The job involves regular desk-based computer tasks, frequent sitting, and occasional physical activity, such as lifting, carrying, and bending.
Regular: Desk-based work, including sitting, using a telephone, light/fine manipulation, and frequent walking across campus to visit clients and provide on-site support.
Occasionally: lifting, carrying, pushing, or pulling objects weighing 21-40 pounds.
Rarely: kneeling, crawling, climbing.
Work Standards
Interpersonal Skills: Collaborate effectively with colleagues, clients, and external organizations to achieve common goals.
Culture of Safety: Demonstrate a commitment to personal responsibility and safety, communicate concerns, and promote safe behaviors based on training and lessons learned.
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