Sr Service Desk Agent

Stanford Health Care•Newark, NJ

About The Position

A Solutions Center Technician provides first-contact remote technical support to hospital, clinic, faculty, and administrative personnel under the Stanford Medicine umbrella, as well as patients. Support is provided through various contact methods. Patient support focuses on accessing and using the Stanford Health Care MyHealth application, while employee support includes configuration, repair, and maintenance of end-user devices. The technician coordinates onsite repair, maintenance, or escalated support when needed and supports shared applications and environments used by Stanford University and Stanford Children's Medicine Hospital. The role requires patience, a calm and reassuring temperament, and strong customer service skills. After achieving competency in the MyHealth and Stanford Health Care support queues, the technician begins training in the School of Medicine support queue. This is a Stanford Health Care position.

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 with HP, Dell, Tangent, and Apple desktop and 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 computing devices.
Experience supporting printers, monitors, external hard drives, network interface cards, and similar devices.
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.
Adopt and execute Stanford Health Care C-I-CARE standards for patient- and family-centered interactions.

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, resolving common 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 tickets in Stanford Health Care’s IT service management tool.
Create, update, and maintain knowledge articles.
Provide technical support for the Stanford Health Care MyHealth application 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.
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 the MyHealth site.
Assist patients with installing the MyHealth mobile app.
Help patients navigate and connect to video visits.
Enter detailed information for incidents and service requests in the ServiceNow ticketing system.
Resolve common MyHealth incidents and service requests on first contact using knowledge articles and technical documentation.
Stay updated on AI and machine learning developments to innovate and improve service offerings.
Monitor and evaluate AI application performance to ensure alignment with business objectives and compliance standards.