Senior Service Desk Agent - Remote

Overview

The Senior Service Desk Agent is responsible for providing first contact remote support to Stanford Health Care end users, assisting with the configuration, repair, and maintenance of various end user devices and applications.

In Short

• Provide first contact remote support via phone, webchat, and email.
• Assist with configuration, repair, and maintenance of end user devices.
• Resolve incidents on first contact for common IT issues.
• Coordinate onsite repairs and escalate support as needed.
• Track incident and service request tickets using IT service management tools.
• Create and maintain knowledge articles.
• Strong troubleshooting skills required for various operating systems and hardware.
• Excellent customer service orientation is essential.
• Work independently with minimal direction.
• Commitment to patient-centered interactions and exceptional experiences.

Requirements

• High school diploma required.
• 1-2 years of related work experience.
• Strong experience with Windows and Mac operating systems.
• Experience with HP, Dell, and Apple hardware systems.
• OEM certification or documented service on hardware systems preferred.
• Experience with ServiceNow is preferred.
• MCSA Windows 7, MCSA Windows 8, and CompTIA A+ certifications preferred.
• Excellent verbal communication skills.
• Ability to work accurately and independently.
• Commitment to SHC's C-I-CARE standards.

Benefits

• Competitive salary range from $29.90 to $38.11 per hour.
• Opportunities for professional growth and development.
• Commitment to diversity and equal opportunity.
• Supportive work environment focused on patient care.
• Access to advanced technologies and innovative practices.