About CRC
As a client-focused unit within UIT, CRC is dedicated to providing innovative and user-friendly technology solutions that enhance productivity for Stanford's faculty, researchers, and staff. We operate as an internal service center, providing services to the university community while striving for financial self-sufficiency. Our goal is to prioritize the best interests of Stanford while delivering exceptional service and support.
Position Overview
Computer Resource Consulting (CRC) team, part of University IT (UIT), is seeking a highly skilled Computing Support Analyst 2 (CSA2) to join our dynamic team. As a field technical consultant under general supervision, you will play a critical role in delivering technical support to end-users, resolving issues related to hardware, software, and network systems.
This is a one-year contract position.
Core Responsibilities
Knowledge Management - Deliver expert IT support to clients via multiple channels (in-person, phone, email and chats) ensuring prompt resolution and minimal downtime.
- Troubleshoot and resolve complex technical problems with Windows, Mac, networks, software, and hardware.
- Utilize logs and diagnostic tools to troubleshoot and identify root causes of technical issues, and capture trends to inform proactive support and improvement initiatives.
- Coordinate the delivery of peripherals and accessories to clients.
- Respond to and manage ticket updates through a service management tool (ServiceNow).
- Perform administrative tasks, such as attending meetings and completing specified duties.
- Analyze and report on technical issues and trends, providing insights to improve service delivery and client experience.
- Proactively identify opportunities to enhance client experience and create proposed solutions/recommendations to leadership.
- Collaborate with stakeholders and vendors on projects, testing new technologies and implementing solutions. Projects include, but not limited to:
- Network Upgrades: Assist with physical switch installs, cable management, and testing connectivity during infrastructure refreshes.
- Desk Moves: Handle the logistics of moving hardware, setting up workstations, and ensuring everything is plugged in and working on day one.
- Testing: Help the team test new software or hardware before we roll it out to the whole organization.
- Stay up-to-date with University IT standards, applying this knowledge to provide informed support and guidance.
- Contribute to the development and maintenance of a knowledge base (internal wikis), including troubleshooting guides and FAQs, so the next person doesn't have to reinvent the wheel.
Education & Experience
Associate's degree with 2+ years of relevant experience, or a combination of education and relevant experience.
Certifications and Licenses
Certifications in end-user technology support (e.g., CompTIA A+, Microsoft MCSA, Apple Certified Support Professional, or ITIL Foundations) are a plus and demonstrate a commitment to staying current with industry standards and best practices.
- Proficiency in Windows and Mac operating systems, with a strong understanding of network infrastructure and business software applications.
- Experience with mobile device operating systems, including iOS and Android.
- Strong research and analytical skills, with experience in troubleshooting and resolving complex technical issues.
- Apply a deep understanding of IT architecture and security best practices to provide high-level technical consultation.
- Excellent problem-solving, communication, and customer care skills, with the ability to work independently and collaboratively as part of a team.
- Ability to work independently and collaboratively as part of a team
- Experience using ServiceNow (help desk ticketing system) and remote tools such as Bomgar.
- Administer and troubleshoot Mobile Device Management (MDM) solutions (Jamf, Intune) to ensure device compliance and automated software delivery.
- Support and maintain enterprise security tools, including EDR agents (CrowdStrike) and disk encryption health.
- Manage user lifecycle and access within Active Directory and identity providers, ensuring secure login via SSO and MFA/Duo.
