SR SERVICE DESK AGENT
About The Position
A Solutions Center Technician provides first-contact remote technical support to more than 35,000 hospital, clinic, faculty, and administrative personnel under Stanford Medicine and more than 1.5 million patients. Patient support focuses on access to and use of the Stanford Health Care MyHealth application. Employee support includes configuration, repair, and maintenance of end-user devices, as well as coordinating onsite repair, maintenance, or escalated support when needed. The role also supports callers from Stanford University and Stanford Children's Medicine Hospital for shared applications and environments. The position requires patience, a calm and reassuring temperament, and strong customer-service skills. After demonstrating competency in the MyHealth and Stanford Health Care support queues, the technician begins training in the School of Medicine support queue. The role provides Tier 1 support, diagnoses and resolves incidents and service requests, coordinates with field and Level 2 support teams, and documents work in ServiceNow and knowledge-management systems. It also supports patients with MyHealth account access, application use, and video visits. This is a Stanford Health Care job. The position is full-time, day shift, and onsite in Newark, California. Base pay generally starts at $34.64–$44.16 per hour.
Requirements
- High school diploma, technical training, or an equivalent combination of education and technical experience.
- One to two years of related experience or equivalent knowledge.
- Strong experience troubleshooting, repairing, and supporting Windows 7, Windows 8, Windows 10, Windows 11, and Mac operating systems, as well as common end-user applications such as MS Office, Outlook, and VPN.
- Experience servicing HP, Dell, Tangent, and Apple desktop or laptop hardware; OEM certification or at least three years of documented service on at least two of these hardware systems is required.
- Experience supporting Apple iPads and other common tablet devices.
- Experience supporting printers, monitors, external hard drives, network interface cards, and similar peripherals.
- Excellent customer-service orientation and verbal communication skills.
- Ability to work in the field accurately and with minimal direction.
- General knowledge of local internet connections and experience supporting Wi-Fi issues.
- Ability to handle calls in the MyHealth, Password Reset, and Stanford Health Care IT queues with minimal assistance.
- Patience and a calm, reassuring temperament.
Nice To Haves
- Experience tracking and updating tickets in ServiceNow.
Responsibilities
- Provide Tier 1 technical support to Stanford Health Care employees through various contact methods.
- Perform initial diagnosis and support of incidents and service requests.
- Resolve common IT issues on first contact using knowledge databases and technical service bulletins.
- Determine when onsite support is needed and coordinate with field support teams and OEM manufacturers.
- Coordinate with Level 2 support teams to resolve incidents as required.
- Track incident and service-request status in Stanford Health Care’s IT service management tool.
- Create, update, and maintain knowledge articles.
- Provide MyHealth technical support to patients in a professional and businesslike manner.
- Activate and unlock MyHealth accounts and reset MyHealth passwords.
- Assist patients with obtaining proxy access to medical records.
- Explain how patients can use MyHealth to message primary care physicians, renew prescriptions, and schedule appointments.
- Provide limited troubleshooting for internet connection issues that affect access to MyHealth.
- Assist patients with installing the MyHealth mobile app.
- Help patients navigate and connect to video visits.
- Document incidents and service requests in ServiceNow.
- Resolve common MyHealth issues on first contact using knowledge-base articles and technical documentation.
- Stay current with AI and machine-learning advancements to improve service offerings.
- Monitor and evaluate AI applications to ensure they meet business objectives and compliance standards.
- After gaining competency in MyHealth and Stanford Health Care support queues, train in the School of Medicine support queue.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
