The University IT Operations Center is seeking a System Administrator to join our team. We primarily provide enterprise systems and service monitoring and incident response for the University, Stanford Health Care and Stanford Children's Hospital communities for a variety of University IT supported services. In this role, you will also be expected to provide end-user troubleshooting and response for work stoppages. We pride ourselves in providing excellent customer service to all of our clients. Please note, this position will be scheduled from 1PM - 10PM Friday - Tuesday.
The ideal candidate provides excellent customer service, stays calm under pressure and is a team player. JOB PURPOSE: The primary role of this position is to monitor the health of the University IT Service portfolio using a variety of tools, flagging any anomalies, and coordinating the response to any issue deemed to be customer impacting. In this role, you also will be expected to provide technical support to the end-users community for computer hardware, software, network, collaboration, communication, and productivity tools. CORE DUTIES*:
Triaging monitoring alerts to determine severity and customer impact.
Notifying on-call operations owners.
Sending communication to various stakeholder communities on service status and ongoing incident response.
Serving as major incident owner, including managing the incident response activities, managing the business continuity conference bridge, tasking call participants, tracking all troubleshooting and communication activities, ensuring the major incident process is followed, and communicating to stakeholder groups as appropriate.
Provide first line of response to requests for various hardware, software, account, and networking technical assistance. Provide remote problem resolution when possible.
Resolve basic end-user problems, escalate as appropriate.
Education & Experience: Bachelor's degree and four years of relevant experience, or a combination of education and relevant experience. Knowledge, Skills and Abilities:
Experience monitoring network, data centers, and service
Experience implementing a business continuity and disaster recovery plan.
Proven ability to lead and work on large/complex system deployment projects in a team environment.
Advanced knowledge of security trends and best practices.
Strong communication and interpersonal skills.
Ability to provide excellent client service.
Ability to apply diagnostic techniques for problem troubleshooting.
Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.
Thorough understanding of ITSM
Familiarity with Ticketing systems, such as ServiceNow, Remedy or ZenDesk
Constantly perform desk-based computer tasks.
Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, Schedule: Full-time
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 12000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu. Stanford is an equal empl...oyment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Stanford also welcomes applications from others who would bring additional dimensions to the University’s research, teaching and clinical missions.