SR SERVICE DESK AGENT

Stanford Health Care•Newark, NJ

4d•$35 - $44

About The Position

The Solutions Center Technician provides first-contact remote technical support to hospital, clinic, faculty, and administrative personnel across Stanford Medicine, as well as patients using Stanford Health Care MyHealth. The role supports employees with configuration, repair, and maintenance of end-user devices, and coordinates onsite repairs, maintenance, or escalated support when needed. Support also covers 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 achieving competency in the MyHealth and Stanford Health Care technical support queues, the technician begins training in the School of Medicine support queue. The technician provides Tier 1 support, diagnoses and resolves common incidents and service requests, and coordinates with field support, OEM manufacturers, and Level 2 teams. The role also supports patients with MyHealth account access, application use, proxy access, and video visits; maintains ticket records and knowledge articles; and monitors developments and performance related to AI applications.

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 troubleshooting, repair, and support experience with Windows 7, Windows 8, Windows 10, Windows 11, and Mac operating systems.
Experience supporting common end-user applications, such as MS Office, Outlook, and VPN.
Experience supporting 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 related 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 MyHealth, Password Reset, and Stanford Health Care IT queue calls with minimal assistance.

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 incidents and service requests on first contact, using knowledge databases, service bulletins, and technical documentation.
Determine when onsite support is required and coordinate with field support teams and OEM manufacturers.
Coordinate with Level 2 support teams to resolve incidents as needed.
Track incident and service request status in Stanford Health Care's IT service management tool and provide detailed information in ServiceNow.
Create, update, and maintain knowledge articles in the knowledge management system.
Provide professional technical support to patients using the Stanford Health Care MyHealth application.
Activate and unlock MyHealth accounts and reset MyHealth passwords.
Assist patients in obtaining proxy access to medical records.
Guide patients through MyHealth features such as messaging primary care physicians, renewing prescriptions, and scheduling appointments.
Provide limited troubleshooting for internet connection issues affecting access to MyHealth.
Assist patients with installing the MyHealth mobile app.
Assist patients with video visits, including navigating the software and connecting to visits.
Stay updated on AI and machine-learning advancements to improve service offerings.
Monitor and evaluate AI application performance against business objectives and compliance standards.