RLF SERVICE DESK AGENT

Stanford Health Care • Pleasanton, CA

435d • $56,909 - $72,592

About The Position

The Relief Service Desk Agent I is responsible for providing first contact remote support to Stanford Health Care (SHC) end users via phone, webchat, and email. This role involves assisting with the configuration, repair, and maintenance of various end user devices and applications, aiming to resolve incidents during the initial contact in a professional and efficient manner. The agent also coordinates onsite repairs or escalated support to Level 2 support teams as required.

Requirements

• High school diploma or GED.
• Two (2) years of progressively responsible and directly related work experience.
• Strong experience troubleshooting, repairing, and supporting Windows 7, Windows 8, and Mac operating systems.
• Experience with 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.
• Experience tracking and updating tickets in ServiceNow preferred.
• MCSA Windows 7, MCSA Windows 8, and CompTIA A+ preferred.

Nice To Haves

• Experience with mobile devices, JAMF, Intelligent Hub, Mobile Device Management.
• Ability to work in the field with accuracy and minimal direction.

Responsibilities

• 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.
• Determine whether onsite support is required and coordinate with field support teams and OEM manufacturers.
• 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.

Benefits

• Competitive hourly pay ranging from $27.36 to $34.90.
• Part-time work schedule with rotating hours.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED