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Rotating - 08 Hour (United States of America)

This is a Stanford Health Care job.

Experience

-Operates hospitals telephone operator console to answer, screen, route calls, and relay messages

-Performs overhead paging for codes and emergencies

-Responds to call, webchats, and emails from SHC end users

-Troubleshoots, prioritizes, and resolves incidents in Service Now, in person, via phone and email

-Respond and update Incident tickets via phone, email, etc.

-Resolve incidents and service requests on Stanford Healthcare’s ServiceNow

-Knowledge of and experience troubleshooting/supporting mobile devices, JAMF, Mobile Device Management

-Route and escalates incidents by communicating to the appropriate support teams to assist

-Set up audio visual equipment and provide audio visual support for scheduled meetings/classes

-Assist with set up new iPhones/Desk phones for end users

-Perform troubleshooting as needed

-Assist with projects/assessments as needed

Professional Strengths

• Friendly presence and helpful attitude; great interpersonal skills and ability to work well with others

• Ability to process and apply new skills and concepts quickly

• Excellent oral and written communication skills

• Ability to handle constantly changing flow of traffic; remain productive during slow times, and able to multitask effectively during busy times

• Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.

• Ability to work with or without direct supervision

• Work Experience

• Primary responsibility is user support and customer service

• Respond to call, webchats, and emails from SHC end users

• Provides Audio/Visual, Telepresence, and Projector configuration, setup, and support for meetings

• Knowledge and experience troubleshooting/supporting mobile devices, JAMF, Intelligent Hub, Mobile Device Management

• Accurately log, update, and resolve all Service Desk tickets using defined tracking software

• Develop and maintain adequate technical knowledge of operating systems to provide a high level of end user support

• Route and escalate incidents by communication to the appropriate support teams to assist

• Reset passwords in Active Directory for end users

• Apply all functions of Operator Services

• Other duties as assigned by the Supervisor

• Operate the hospitals telephone system to relay incoming, outgoing, interoffice and interdepartmental calls

• Responds to all emergency calls, codes, and alarms following the appropriate notifications, including Mir3

• Answer and navigate all calls, while being efficient and providing best customer service practices

• Perform reception functions as needed

A Brief Overview

The Relief 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. Relief Service Desk Agent I attempts to resolve incidents during the initial contact in a professional and efficient manner. Additionally, the Relief 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

What you will do

• 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.

Education Qualifications

• High school diploma

Experience Qualifications

• Two (2) years of progressively responsible and directly related work experience.

Required Knowledge, Skills and Abilities

• 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.;

• Experience tracking and updating tickets in ServiceNow preferred.

• MCSA Windows 7, MCSA Windows 8, and CompTIA A+ preferred.

• Ability to work in the field with accuracy and minimal direction.

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 $27.36 - $34.90 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) .