SERVICE DESK AGENT - Pleasanton

Stanford Health Care • Livermore, CA

9d • $31 - $39

About The Position

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. Night - 08 Hour (United States of America) 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

Requirements

• High school diploma
• Two (2) years of progressively responsible and directly related work experience.
• 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.;
• Excellent customer service orientation and verbal communication skills
• Ability to work in the field with accuracy and minimal direction.

Nice To Haves

• Experience tracking and updating tickets in ServiceNow preferred.
• MCSA Windows 7, MCSA Windows 8, and CompTIA A+ preferred.

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, 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED