Easter Seals Jobs

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 III is responsible for providing a lead role within the ITS Service Desk. Providing escalation support for SHC End Users, to oversee and provide expert technical direction for Tier 1 and Tier 2. This individual goals are to work closely with decision makers in other departments to identify, recommend, develop, implement and support cost effective solutions for all aspects of the organization. This will include improving Service Desk daily workflows, ability to lead a team, in addition to the standard Service Desk responsibilities: remote support to SHC end users, assisting with the installation, configuration, repair, and maintenance for a variety of end user devices and applications, coordination of onsite repair as required, and support of incidents through resolution in collaboration with other Stanford Health Care ITS teams as required.

Locations

Stanford Health Care

What you will do

• Develop & present technical comprehensive solutions to customer problems including the project management of complex installations Problem reporting, escalation, replication, and resolution management and conference calls with customers.

• Developing & refining internal processes to improve support efficiency and productivity Supports t2 t3 Windows, Mac based platforms, knows how to work OS Cross functional communication to Customers remote stations, assisting teams with networking/Ethernet problems

• Managing Escalation

• Resolving escalated/deteriorated Service Desk Tickets

• Handling escalated phone calls in real time

• Overseeing the Service Desk Floor

• Providing instant on-site support for Service Desk Agents

• Ensuring that daily Service Desk workflows are met

• Developing and conserving relationships between departments

• Upholding a role as a Point of Contact/SME for specific subdivisions

• Generating support documents: Knowledge Base Articles, Workflows etc.

• Capacity to process a Tech Bridge

• Ability to identify and analyze Incidents that require a Tech Bridge

• Familiarity with the environment to recognize and assemble the required parties

• Willingness to temporarily embrace necessary roles

• Stepping in as Supervisor of the day

• Inclined to lead meetings as necessary

Education Qualifications

• High school diploma

Experience Qualifications

• Four (4) or more years of recent IT and network troubleshooting experience

Required Knowledge, Skills and Abilities

• Must be resourceful and able to take initiative in a dynamic environment

• Ability to effectively and efficiently troubleshoot technical problems

• Advanced knowledge of current Microsoft desktop operating systems

• Advanced knowledge of computer hardware

• Familiarity with network troubleshooting

• Professional customer service skills

• Strong written and oral communication skills

• Ability and willingness to work in an environment providing 24x7x365 support

• Strong experience troubleshooting, repairing, and supporting the following:• Windows 7, Windows 8, and Mac operating systems, as well as common end user computing applications (e.g., MS Office, Outlook, VPN);HP, Dell, Tangent, and Apple desktop/laptop hardware systems• OEM certification or at least 4 years of documented service required on at least 2 of these hardware systems;• Apple (iPad) and other common tablet computing devices• Printers, monitors, external hard-drives, network interface cards, etc.• MCSA Windows 7, MCSA Windows 8, and CompTIA A+ preferred

• Knowledge of Active Directory, print queue management, and network fundamentals

• Excellent customer service orientation and verbal communication skills; ability to work in the field with accuracy and minimal direction

Licenses and Certifications

• CompTIA A+ MICROSOFT CERTIFIED PROFESSIONAL

• Apple Certified Support Professional or Apple Certified Associate (preferred

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care

• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health

• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $37.42 - $48.65 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .